Lead Player Support Agent

This position will involve direct communications with players via phone, email and live chat.  Assist management in the training and development of new team members. Mentor, coach, and train the player support agent team in providing day to day communications with players as well as providing detailed information concerning promotions, payments, gameplay and other inquiries. Assist players in account management, registration, payments questions, and advise on all current promotions and marketing efforts.  Additional areas of responsibilities include payment approvals, fraud investigations, and problem gambling identification.

Essential Duties and Responsibilities:

• Responsible for the scheduling, training, development, evaluation, and accountability of the Player Support Agent team.
• Lead the team in exceptional Customer Service and ensure staff understands and delivers exceptional Service
• Own escalated customer inquiries to resolution.
• Monitor support email queue and respond to player inquiries and requests within established response times while upholding quality control standards
• Monitor support live chat queue and respond to player inquiries and requests in real time
• Manage multiple chat communications simultaneously with multiple players
• Contact players with phone support for any player requiring assistance and requesting phone communications
• Perform manual ID and document inspection to verify player identity and account information verification
• Assist players in account management and updating player information
• Provide players with any reporting or documentation involving their account transactions, gaming history, loyalty award accumulations and any other requested information
• Assist players in geolocation issues and provide steps for remedy
• Assist players in any Responsible Gaming inquiries and account responsible gaming settings and escalate all potential issues
• Assist players in troubleshooting computer, browser, application installation, or any other technical issues to assist the player in successful account creating and an enjoyable gaming experience
• Assist players in payments related questions and transactions
• Perform payment approvals for small transactions while following processes to identify Fraud, AML, and risk.
• Escalate all incidents of Fraud, AML, and Risk to Payments & Risk Manager for review
• Assist players with specifics about promotions, loyalty programs and terms and conditions
• Assist players and respond to inquiries in community chat
• Support call center team in real time with any issues and information
• Escalate all necessary issues to management in a timely fashion
• Provide feedback to product team and management team about player issues
• Other duties as necessary and/or assigned.

Required Skills:

• Experience with computers, browsers, mobile devices
• Ability to search, find answers, and instruct our players on remedies to a wide variety of issues
• Great written communication skills
• Self motivated and very reliable
• Experience with gambling industry and industry terminology, standard promotions, and gameplay

What We Offer:

• Fun office atmosphere with nitro coffee on tap, carefully curated snacks, and sports playing all day
• Ability to learn about a fast growing industry
• With hard work and determination, opportunity to quickly advance in a fast growing company
• Proven history of internal advancement
• Positive work environment with emphasis on work/life balance