Specialist - Customer Service

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Specialist - Customer Service based in Canada.

This role is an opportunity to become a trusted point of contact for customers using digital gaming and entertainment <platforms.You>’ll manage a broad range of questions involving accounts, payments, verification, promotions, betting, and general support.Working across chat, email, social media, and voice, you’ll deliver responsive and personalized service across multiple <channels.You>’ll take ownership of customer issues, aiming for first-contact resolution and positive outcomes.The environment is fast-paced and metrics-driven, with a strong emphasis on quality, compliance, adaptability, and teamwork.Comprehensive training and continuous development will help you build your knowledge of products, systems, and responsible gaming practices.This is a strong fit for a customer-focused professional who enjoys learning, solving problems, and making every interaction count.

Accountabilities

Customer service: Deliver high-quality support across calls, live chat, email, social media, and other customer contact channels, addressing questions and concerns professionally and efficiently.

Issue resolution: Take ownership of customer requests involving accounts, payments, verification, promotions, betting, and general information, working toward first-contact resolution whenever possible.

Customer relationships: Build meaningful relationships through a consultative and empathetic approach, understanding customer needs and creating positive outcomes for both customers and the business.

Performance & compliance: Meet or exceed quality standards, productivity targets, service expectations, and applicable regulatory requirements.

Platform support: Navigate internal systems and applications effectively to resolve issues and help customers get the most from online and mobile platforms.

Policy adherence: Follow established policies, procedures, responsible gambling principles, and regulatory requirements while identifying opportunities to improve the customer experience.

Adaptability: Reprioritize effectively as customer volumes, business needs, processes, and priorities change.

Team collaboration: Work closely with colleagues and supervisors, providing support across different areas and remaining flexible in day-to-day responsibilities.

Continuous learning: Build knowledge of products, services, systems, and processes through training and ongoing development.

Requirements

• Customer service experience: At least 2 years of experience in a customer-facing, multi-channel service environment.
• Communication: Excellent interpersonal, verbal, and written communication skills, with the confidence to interact positively with customers in challenging situations.
• Customer mindset: Empathetic, curious, humble, flexible, and genuinely motivated by helping and guiding customers.
• Problem-solving: Strong critical, analytical, and forward-thinking abilities, with excellent attention to detail and a practical approach to resolving issues.
• Multitasking: Comfortable working in a fast-paced, metric-driven environment while efficiently navigating multiple systems and priorities.
• Technology: Strong computer literacy and the ability to learn new software and processes quickly; familiarity with Microsoft Outlook, Word, and Excel is preferred.
• Adaptability: Willingness to continuously learn, adjust to changing processes, and proactively maintain awareness of policies and procedures.
• Industry knowledge: Knowledge of sports betting, casino, or professional sports is an advantage but is not required.
• Language skills: Bilingual English/Spanish communication skills are preferred.
• Schedule flexibility: Availability to work flexible hours as required by customer operations.
• Remote-work readiness: Ability to work effectively in a hybrid/remote environment, with a private and quiet home workspace and an internet connection of at least 25 Mbps.
• Regulatory requirements: Willingness to obtain any applicable gaming license required as a condition of employment.

Benefits

• Competitive pay.
• Medical, dental, and vision coverage options.
• Employee discounts.
• Advancement and career development opportunities.
• Comprehensive training and continuous learning support.
• Opportunity to contribute to a best-in-class customer experience in a growing digital environment.
• Startup-style culture supported by a secure, globally recognized brand.
• Inclusive workplace that encourages employees to bring their authentic selves and perspectives to work.