Specialist - Customer Service

Role overview Support players on a regulated online sportsbook, casino, and social gaming platform by handling account, betting, payment, verification, and promotional questions across chat, email, social, and voice channels. The role is remote within Canada and reports to a customer service supervisory team, with full training provided on sports and betting topics.

Responsibilities - Resolve player inquiries through live chat, email, social media, and phone, aiming for first-contact resolution - Build rapport with players by listening to their needs and recommending appropriate next steps - Hit quality, productivity, and regulatory compliance targets consistently - Navigate internal tools and applications to service accounts on web and mobile platforms - Follow established policies and procedures while contributing ideas to improve the player experience - Adapt quickly to shifting priorities and support teammates across different workflows as needed

Requirements - 2+ years of experience in a multi-channel customer-facing role - Strong computer literacy and numeracy, with close attention to detail and ability to multitask - Willingness to learn product, policy, and Responsible Gambling/Regulatory requirements - Positive, confident, and enthusiastic approach, even in difficult situations - Reliable internet connection of at least 25 Mbps and a private, quiet workspace - Availability to work flexible hours in a hybrid/remote model

Nice to have - Bilingual fluency in English and Spanish

Benefits and work setup - Competitive pay with medical, dental, and vision coverage options - Employee discounts and advancement opportunities - Startup culture backed by an established global brand - Remote work from home within Canada