Customer Support Agent

Patrianna

. Handle customer enquiries and complaints across email, live chat, and social media through to resolution .

Posted 10/12/2026full-timeRemote • Philippines, Costa Rica, Brazil, MexicoMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer support by effectively handling inquiries and complaints across multiple channels, including email, live chat, and social media. Proficient in using Zendesk for ticket management while maintaining a strong focus on SLA and KPI adherence.

Highest-signal resume keywords

Customer Support ExperienceZendesk ProficiencyComplex Issue ResolutionStrong Written CommunicationSocial Gaming Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer SupportIssue ResolutionSLA ManagementKPI MonitoringAttention to Detail

Soft Skills

Direct CommunicationOrganizational SkillsCollaborationMentoring

Tools & Technologies

ZendeskSupport Tooling

Industry Keywords

IGamingSocial GamingPlayer-Focused Environment

About the role

Key responsibilities & impact

Handle customer enquiries and complaints across email, live chat, and social media through to resolution
Resolve escalated and complex cases while 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
Experience resolving complex or escalated customer issues
Hands-on experience with Zendesk or similar support tooling
Comfort working within structured SLA and KPI frameworks
Sharp attention to detail and an organised approach to operational tasks
Direct, transparent communication and ability to work in a fast-paced, collaborative team environment
Experience in social gaming, iGaming, or a similarly regulated, player-focused environment is advantageous
Current location must be provided as part of the application

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