[Hiring] Customer Support Agent @Coastline Gaming

Role Description

Coastline Gaming is driven by a passion for players and a commitment to great support. As part of the wider Coastline Gaming family, we benefit from over 40 years of industry experience. Slotbox is an online brand within Coastline Digital, and our customer support team is small, self-managing and focused on solving things in one contact.

This is the role that sits between our players and their problems. Every payment query, every login issue, every missing winning lands with you, and you decide how it gets fixed. You will spend your day in live chat and email, working through payments, KYC, promotions and account access with players in real time. Most queries close in a few minutes, and your judgement directly affects how a real player experiences us.

Qualifications

• 12 months experience with live chat or phone support.
• Experience in iGaming or online casino customer service.
• Strong English writing and speaking skills.
• Ability to work in a rotation: six days on, four days off.
• Open to contract work, invoicing monthly.
• 18 years or older.

Requirements

• Handling inbound live chat, email, and some Facebook Messenger in Zendesk.
• Resolving failed or missing deposits and withdrawals.
• Verifying ID and proof-of-address documents.
• Answering queries related to promotions and bonuses.
• Investigating missing winnings and escalating as necessary.
• Assisting players with login and password resets.
• Keeping handovers clean and arranging cover when off.
• Working towards team KPIs: first-contact resolution, average handle time under five minutes, and strong QA scores.

Benefits

• A rotation our agents love: six days on, four days off.
• Real problem solving with a self-managing team.
• Hands-on upskilling in payments and KYC.
• Modern tools.
• A voice in how we work, with ideas and improvements welcomed.

Company Description

Coastline Gaming is committed to providing excellent support and has a strong background in the gaming industry.