Customer Service Ambassador
Casumo is looking for a Customer Service Ambassador to join its diverse and ambitious operations team. This role involves navigating players through their gaming experience, starting within the service team to focus on onboarding, educating, and supporting customers.
This position serves as a professional springboard, offering opportunities for future growth into specialised engagement or expert teams. The role requires a commitment to professional support and the ability to work collaboratively across various internal departments.
- Listen and respond to player needs and concerns and provide professional, friendly support at all times ensuring players are the number one priority.
- Work in collaboration with other teams such as Player Protection, Sports, Payments and Loyalty.
- Contribute fresh new ideas, giving constructive feedback to constantly improve how the team works and exercise creativity.
- Support customers across multiple brands via live chat, email, social media, app stores and public forums.
- Assist management with day to day tasks, while expanding knowledge and progression.
- Incident management and escalations through Jira and Slack and external providers to achieve rapid resolutions for players.
- Conduct basic responsible gaming interactions with players and liaise findings back to the relevant teams.
- Research and resolve players' concerns and issues to improve the player experience.
- Provide player feedback and own feedback to find solutions and create a better overall experience for the players.
- Complete requested tests and training sessions to build on own and team knowledge.
- Follow procedures and abide by GDPR and Gambling Regulatory Requirements.
- Passionate about identifying customer needs and providing first contact resolution (required).
- Live chat or Customer Service experience (required).
- Target driven and eager to consistently improve personal performance (required).
- Excellent at communicating, patient and able to explain complex topics in a concise way (required).
- Ambitious, eager and ready to learn (required).
- A reliable, hard working person with a super positive attitude (required).
- Core values align with Aspire, Believe and Care (required).
- Sportsbook knowledge (nice-to-have).
- Live chat experience (nice-to-have).
- iGaming experience (nice-to-have).
- Fluent in any of the other key market languages such as Swedish, Norwegian, Spanish, or Finnish (nice-to-have).
- Private health insurance.
- Wellness incentives, including a fitness allowance and mental well-being services.
- 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment.
- Office lunches three times per week.
- Access to tools and platforms for developing professional skills.
- A range of training courses via Casumo College.
- Social events for building relationships with colleagues.
Casumo is an online casino and sportsbook operator that launched in 2012 and is known for its playful, gamified approach to iGaming. It is live across regulated markets under licences from the MGA, Gibraltar, the UK, Sweden and Spain. Its platform, the "Umoverse", offers thousands of games, a live casino, a sportsbook, daily campaigns and an award-winning app. The company employs a team representing more than 45 nationalities across Malta, Gibraltar, North Macedonia, Croatia, Spain and Serbia, and is headquartered in Malta with a focus on responsible gaming.
