Customer Support Specialist at Sweep aiding clients in climate journey using SaaS solutions. Collaborating with teams to enhance customer satisfaction and technical issue resolution.
About the role
- Senior Customer Support Agent managing complex customer inquiries for an iGaming service provider. Handling operational workflows and ensuring service excellence in customer support.
Responsibilities
- Independently manage advanced and complex customer queries via live chat and email.
- Serve as a first point of contact for complex cases before escalation.
- Conduct initial investigations and escalate issues when required.
- Maintain consistently high performance and communication standards.
- Support the onboarding and training of new agents through shadowing and knowledge sharing.
- Assist with queue management and email backlog control, including ticket processing.
- Provide live chat support as part of daily responsibilities.
- Report operational updates such as absences or delays to the Team Lead.
Requirements
- Strong experience in Customer Support, ideally in a senior or specialised capacity.
- Proven background in the iGaming industry is required for external candidates.
- Excellent understanding of customer support processes and multi-brand operations.
- Strong problem-solving skills with the ability to manage complex cases independently.
- Exceptional communication skills, both written and spoken.
- Knowledge of German or Spanish is considered a strong advantage.
- Familiarity with gaming licences is beneficial.
- Nice to Have Experience supporting or mentoring other agents.
- Understanding of compliance, fraud, or escalation workflows.
- Experience working with customer support platforms such as Zendesk.
- Background in a multilingual or multi-brand environment.
Benefits
- Attractive remuneration package
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Dog friendly workplace
- Exciting Company Events
- Monthly beer Fridays
- Eur1,000 refer a friend bonus
- Relocation Package, if required
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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