[Hiring] Customer Support Agent @Patrianna

Role Description

As a Customer Support Agent at Patrianna, you'll be the frontline of an exceptional player experience resolving issues, engaging high-value customers, and keeping the operation running smoothly across email, live chat, and social media.

• Handle customer enquiries and complaints across email, live chat, and social media, owning each query through to resolution with professionalism and care.
• Resolve escalated and complex cases promptly, collaborating cross-functionally to find solutions and keeping customers informed every step of the way.
• Monitor ticket queues, identify SLA risks, and support the team in prioritising and redistributing workload to keep service levels on track.
• Complete key operational tasks including Big Winners, Play Safety, Legal View, End of Shift Reports, and Zendesk Problem Tickets accurately and on time.
• Proactively engage high-value players to build loyalty, spot upsell and cross-sell opportunities, and deliver a genuinely personalised support experience.
• Contribute to team knowledge by mentoring onboarding agents, sharing process insights, and feeding customer trends back to the CS Manager to drive continuous improvement.

Qualifications

• Proven experience in a customer support role, handling high volumes across multiple channels (email, live chat, social media) with strong written communication throughout.
• A track record of resolving complex or escalated customer issues; you stay calm, take ownership, and see things through.
• Hands-on experience with support tooling such as Zendesk, and comfort working within structured SLA and KPI frameworks.
• Sharp attention to detail and an organised approach to operational tasks; you don't let things fall through the cracks.
• A direct, transparent communicator who works well in a fast-paced, collaborative team environment.
• Experience in social gaming, iGaming, or a similarly regulated, player-focused environment is a strong advantage.

Benefits

• This isn't a typical support role; you'll be part of a small, high-performing team where your work genuinely matters to the product, to the players, and to the business.
• Clear progression path with structured onboarding, measurable milestones, and the opportunity to grow into broader operational and team leadership responsibilities.
• Investment in your development with expectations to bring your best in return.
• Meaningful work in a company that values passion, performance, and people who love building cool stuff.
• Hiring based on skills, drive, and ideas; background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or educational path will never be a barrier to joining us.
• Welcoming candidates from non-traditional career journeys and valuing diverse perspectives that challenge conventional thinking.
• Commitment to creating an environment where everyone can contribute their best work and thrive.