Customer Support Agent - Costa Rica

About WPT Global

Since WPT’s inaugural high-stakes televised poker games in 2003, the brand has symbolised poker prominence. Transitioning from its renowned live events, WPT Global currently pioneers an avant-garde online platform.
Our brigade comprises Silicon Valley stalwarts, data virtuosos, gaming connoisseurs, and many more. Our mission? Crafting a poker game that’s as exhilarating to spectate as it is to play, regardless of one's expertise.

The Role

As a Customer Support Agent - Costa Rica at WPT Global, your mission is to deliver outstanding service to our dynamic and diverse customer base. You will take ownership of resolving customer issues, including troubleshooting failed buyouts, managing stuck casino rounds, and processing compensations, all while ensuring swift and effective solutions. In this role, you will also be instrumental in elevating the overall customer experience by continuously enhancing service quality and operational efficiency, contributing to a higher standard of customer satisfaction.

Requirements

• Proven expertise in customer support within the gambling industry.
• In-depth knowledge of Poker, coupled with a strong passion for the game.
• Fluent in Spanish and English, with the ability to communicate complex concepts clearly and effectively in both languages.
• Exceptional communication skills, ensuring clear, concise, and empathetic interactions with customers.
• Adept at multitasking and making sound, effective decisions in high-pressure environments.

Responsibilities

• Responding to customer inquiries across multiple platforms, including email, chat, and social media, ensuring timely and effective resolution of all queries.
• Handling manual credit tickets and cash transactions, including troubleshooting and resolving issues with failed buyouts, stuck casino rounds, and processing compensations with precision and efficiency.
• Contributing to translations as needed, ensuring clear and accurate communication for diverse audiences.
• Proactively improving the customer experience by regularly updating FAQ content, conducting quality checks, and optimising the utilisation of current tools for maximum efficiency.

Benefits

💸 Competitive Salary

📈 Quarterly Performance Reviews: Regular check-ins leading to even more bonuses.

🚀 Uncapped Bonuses: For our top-performing champs, the sky's the limit.

🏡 Fully Remote Role: Work from where you thrive

🎟 Conference & Event Attendance: Get front row seats to industry-leading events.

🎉 Company Meet-ups: Sometimes digital handshakes turn into real ones.

💻 Tech Setup Budget: Kickstart your home office with the right gear on us.

⏰ Monthly L&D Hours: We invest in your growth and skills upgrade.

❤️ Empathetic Culture: We believe in doing the best work with care and understanding.

🌐 Full-Time Employment Everywhere: No matter where your home is on the map.