Customer Support Representative (English Speaker)
EveryMatrix is looking for a dedicated Customer Support Representative to join the team in Bucharest. The role involves providing timely, accurate, and empathetic support via various channels to ensure a seamless gaming experience for English-speaking players.
The successful candidate will act as a primary point of contact for users, managing inquiries and resolving issues related to accounts, payments, and gaming products. The position requires a proactive approach to problem-solving and the ability to collaborate effectively with internal departments to maintain high standards of service and compliance.
- Deliver professional, friendly, and efficient customer support to English-speaking users across various channels.
- Resolve escalated player issues effectively and within SLA.
- Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
- Follow internal procedures and compliance requirements, especially in regulated markets.
- Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
- Escalate and track bugs, outages, or player complaints using internal tools.
- Maintain up-to-date knowledge of products, promotions, and compliance requirements.
- Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
- Contribute to our knowledge base by suggesting improvements based on recurring customer issues.
- Fluency in English (native or near-native). (required)
- Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment. (required)
- Strong problem-solving and communication skills. (required)
- A customer-first attitude with a proactive and empathetic approach. (required)
- Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays. (required)
- Basic understanding of iGaming products (casino, sportsbook, payments, bonuses). (preferred)
- Knowledge of responsible gaming practices and regulatory environments. (nice-to-have)
- Experience working with B2C brands in online gaming, betting, or fintech. (nice-to-have)
- Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
- Hybrid work schedule is available after the first three months of employment, with up to 50 days of work from home per year.
- Benefit from two Free Fridays each year, limited to one per quarter.
- 3 sick leave days per year, no doctor's note required.
- Daily catered lunch or monthly lunch allowance.
- Private Medical Subscription.
- Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.
- Access to an Employee Assistance Program through TELUS Health.
- Office perks include parking, on-site massages, and frequent team-building activities.
- Access to office space complete with its own pool and gym.
EveryMatrix delivers iGaming software, solutions, content and services for casino, sports betting, payments, and affiliate management to global Tier 1 operators as well as to newer brands. The platform is highly modular, scalable, and compliant, allowing operators to choose the optimal EveryMatrix solution and combine with third-party and in-house technology and capabilities. EveryMatrix empowers clients to unleash bold ideas and deliver outstanding player experiences in regulated markets. The company has more than 1,300 employees across 15 offices in 15 countries and serves 300+ customers worldwide, including the regulated US market. EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification.