iGaming Customer Support Specialist

About the Role

We are looking for a customer-focused and detail-oriented Customer Support Specialist to join our growing iGaming Guardian team. In this role, you will provide professional support to English-speaking players through live chat and email, ensuring a seamless and positive gaming experience.

The ideal candidate has excellent communication skills, strong problem-solving abilities, and the ability to work efficiently in a fast-paced online gaming environment. You will play a key role in maintaining customer satisfaction, supporting responsible gaming practices, and ensuring compliance with company policies and industry standards.

We're a dynamic, multicultural, supportive workplace where we encourage employees to grow their skills and build a long-term career in the iGaming industry.

Key Responsibilities

• Provide timely and professional support to customers via live chat and email
• Assist players with account-related concerns including:
• account verification (KYC)
• login and password issues
• deposits and withdrawals
• bonus and promotion inquiries
• general gameplay and technical concerns
• Investigate and resolve customer issues while maintaining a high level of customer satisfaction
• Accurately document customer interactions and account updates in internal systems
• Monitor customer accounts and identify suspicious or unusual activity when necessary
• Follow company procedures related to player protection, responsible gaming, AML compliance, and data privacy
• Work closely with internal teams to ensure fast and effective issue resolution
• Meet performance metrics and KPIs including response time, customer satisfaction, and quality standards
• Maintain professionalism and empathy when handling challenging customer situations

Requirements

• Strong written and verbal English communication skills (C1/C2 level preferred)
• Previous experience in customer service, online support, or chat/email support
• Experience in the iGaming, online casino, sportsbook, or gaming industry is an advantage
• Strong multitasking and time management skills in a fast-paced environment
• Excellent problem-solving and conflict-resolution abilities
• Proficiency in Microsoft Office applications (Word, Excel, PowerPoint)
• Ability to handle sensitive customer information with confidentiality and professionalism
• Understanding of responsible gaming practices is a plus
• Additional language skills are an advantage
• Willingness to work onsite at our office in Oakridge Business Park
• Amenable to shifting schedules, including night shifts, weekends, and holidays if required

What We Offer

• Competitive compensation package
• Supportive and multicultural work environment
• Career growth opportunities within the iGaming industry
• Ongoing training and skill development
• Collaborative team culture focused on excellence and customer satisfaction

HAVE A FRIEND LOOKING FOR WORK? Refer now for a chance to receive a Php 5,000.00 REFERRAL BONUS. (Payout will be 20% upon signing the job offer and 80% full after the employee has completed the probationary period)