Experienced Customer Support Representative – Delivering Exceptional Service in the Digital Entertainment Industry at blithequark

Welcome to blithequark At blithequark, we are a pioneering digital entertainment company that has been revolutionizing the online landscape since 2021. Our mission is to craft engaging online platforms that people love, and we have been successful in building a unique portfolio of brands, including blithequark's MetaWin, WOW Vegas, BetZoo Media, Hit.com, and Rolla, with many more exciting projects on the horizon. With a global presence, our teams operate from strategic locations such as London, Malta, Gibraltar, and our newest addition, Miami, launching in 2025. Each of our platforms is meticulously designed to offer one-of-a-kind, engaging, and innovative digital experiences, leveraging cutting-edge technology and user-focused design to deliver immersive betting platforms, exciting casino games, and interactive online entertainment. Our Vision and Values blithequark prioritizes innovation, embracing decentralized technologies where possible and adopting an AI-first mindset to create the highest quality end products for our users. Unencumbered by legacy systems, we are forward-thinking pioneers changing the digital entertainment landscape. Our brands, such as WOW Vegas and Rolla, are at the forefront of social casinos, offering an electrifying gaming experience to players in the US and Canada. We strive to bring the essence of Las Vegas directly to our players, providing a diverse range of high-quality casino games that are both fun and engaging. At blithequark, we pride ourselves on fostering a vibrant and inclusive community where players can enjoy a seamless and thrilling gaming adventure, driven by our dedication to innovation, excellence, and the continuous enhancement of our platforms. About the Role We are seeking a talented team of Customer Experience Representatives to join our dynamic team in Miami. As the first point of contact for our players, you will be responsible for delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction. This shift-based role requires flexibility, a sense of ownership, and the ability to handle a variety of player inquiries via email, ensuring empathy, accuracy, and compliance with our internal procedures. Key Responsibilities Provide fast, accurate, and friendly support to our players via email, addressing their queries and concerns in a professional and courteous manner. Investigate and resolve issues related to accounts, gameplay, transactions, and bonuses, ensuring timely and effective solutions. Educate players about available features, promotions, and procedures, enhancing their overall gaming experience and fostering a sense of community. Assist with KYC verification processes, ensuring compliance with regulatory requirements and maintaining the integrity of our platforms. Identify issues and flag them to relevant departments, contributing to the continuous improvement of our services and products. Collaborate with teammates and other departments to support service-level targets, promoting a culture of teamwork and excellence. What We Are Looking For To succeed in this role, you should have previous experience in customer support, ideally within the iGaming industry, although this is not essential. Tech-savviness is preferred, particularly experience with email platforms such as Zendesk, Intercom, and back-office tools. A good understanding of KYC and payment processes and tools would be a significant advantage. You should possess strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner. Essential Qualifications Previous experience in customer support, preferably in the iGaming industry. Tech-savviness, with experience in email platforms and back-office tools. Strong understanding of KYC and payment processes and tools. Excellent written and verbal communication skills in English. Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents. A proactive mindset and willingness to take ownership of player issues from start to resolution. A flexible, positive attitude and commitment to delivering a smooth and fair customer experience. Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once. A team player who communicates clearly with colleagues and supports collaboration across departments. Preferred Qualifications Experience with AI-powered customer support tools and technologies. Knowledge of gaming regulations and compliance requirements. Fluency in multiple languages, in addition to English. Previous experience working in a shift-based environment, with flexibility to work varying schedules. Certifications or training in customer support, such as CCNA or equivalent. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Experience Representative, you will have access to comprehensive training programs, designed to enhance your skills and knowledge in customer support, gaming regulations, and industry-specific tools and technologies. You will also have opportunities to progress within the company, taking on more senior roles or specializing in specific areas, such as team leadership, quality assurance, or training and development. Work Environment and Company Culture blithequark offers a dynamic and inclusive work environment, with a strong focus on teamwork, innovation, and excellence. Our offices are designed to foster collaboration, creativity, and productivity, with state-of-the-art facilities and amenities. We prioritize the well-being and satisfaction of our employees, providing a range of benefits, including flexible working hours, health insurance, and access to mental health resources. Our company culture is built on the values of respect, empathy, and inclusivity, with a strong commitment to diversity, equity, and social responsibility. Compensation, Perks, and Benefits As a Customer Experience Representative at blithequark, you can expect a competitive salary, with opportunities for bonuses and performance-based rewards. You will also receive a range of benefits, including health insurance, retirement plans, and access to exclusive discounts and promotions. Our perks include flexible working hours, remote work options, and a comprehensive employee assistance program. We also offer a range of social activities, team-building events, and community outreach programs, designed to foster a sense of belonging and connection among our employees. Conclusion If you are a motivated and customer-focused individual, with a passion for the digital entertainment industry, we encourage you to apply for this exciting opportunity. As a Customer Experience Representative at blithequark, you will be part of a dynamic team, dedicated to delivering exceptional service and creating unforgettable experiences for our players. With a commitment to innovation, excellence, and employee growth, we offer a unique and rewarding work environment, with opportunities for career advancement and professional development. Join us on our mission to revolutionize the digital entertainment landscape, and apply today to become a part of the blithequark team. Apply for this job