Customer Support Agent - Europe

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 now 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 – Europe at WPT Global, your mission is to deliver outstanding service to our dynamic and diverse European 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 across the region.

Requirements

• Proven expertise in customer support within the gambling industry.
• In-depth knowledge of Poker, coupled with a strong passion for the game.
• Fluency in English is essential; proficiency in Spanish or Portuguese would be advantageous.
• Exceptional communication skills, ensuring clear, concise, and empathetic interactions with customers.
• Adept at multitasking and making sound, effective decisions in high-pressure environments.
• Ability to work across European time zones, including evenings and weekends where required.

Responsibilities

• Responding to customer enquiries across multiple platforms, including email and live chat, 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.
• Supporting localisation efforts and translations where required, ensuring clear and accurate communication for diverse European audiences.
• Proactively improving the customer experience by regularly updating FAQ content, conducting quality checks, and optimising the utilisation of current tools for maximum efficiency.
• Collaborating cross-functionally with internal teams to ensure compliance with European regulatory standards and best practices.

Benefits

📈 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.

🌐 Full-Time Employment Across Europe: Join us from anywhere within the European region.