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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support within high-volume environments, effectively resolving complex issues while adhering to SLA and KPI frameworks. Proficient in using support tools like Zendesk and fostering customer loyalty through proactive engagement.
Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyComplex Issue ResolutionSLA and KPI ManagementSocial Gaming Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Enquiry HandlingComplaint ResolutionTicket Queue MonitoringOperational Task OrganizationUpsell and Cross-Sell Identification
Soft Skills
Strong Written CommunicationAttention to DetailDirect CommunicationMentoring Skills
Tools & Technologies
ZendeskEmail Support ToolsLive Chat PlatformsSocial Media Management Tools
Industry Keywords
IGamingSocial GamingPlayer-Focused EnvironmentRegulated Industry
About the role
Key responsibilities & impact- Handle customer enquiries and complaints across email, live chat, and social media through resolution
- Resolve escalated and complex cases, collaborating cross-functionally and keeping customers informed
- Monitor ticket queues, identify SLA risks, and help prioritise and redistribute workload
- Complete 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 and identify upsell and cross-sell opportunities
- Mentor onboarding agents and share process insights
- Feed customer trends back to the CS Manager to drive continuous improvement
Requirements
What you’ll need- Proven experience in a customer support role handling high volumes across email, live chat, and social media
- Strong written communication
- Track record of resolving complex or escalated customer issues
- Hands-on experience with support tooling such as Zendesk
- Comfort working within structured SLA and KPI frameworks
- Sharp attention to detail and an organised approach to operational tasks
- Direct and transparent communication
- Experience in social gaming, iGaming, or a similarly regulated, player-focused environment is a strong advantage
- Must provide a current location and resume
- Must answer whether they have iGaming experience
Benefits
Comp & perks- Clear progression path with structured onboarding and measurable milestones
- Opportunity to grow into broader operational and team leadership responsibilities
- Professional development investment
- Remote work arrangement
- Inclusive workplace committed to diversity and equal opportunity