Customer Support Agent

Position Summary

Patrianna is a rapidly growing product development company headquartered in Gibraltar, working to revolutionize the social casino gaming industry. We prioritize innovation, quality, and customer satisfaction, driven by a team of talented professionals from around the globe. If you're eager to contribute to a dynamic team and grow your skills in an international setting, Patrianna offers an unparalleled opportunity for professional advancement.

The Customer Support Agent is responsible for delivering an outstanding customer experience. This involves engaging with customers through various channels, including email, live chat and social media, to resolve issues, provide personalized assistance, and ensure an outstanding customer experience to both regular and high-value players.

Core Areas of Responsibility

Customer Interaction & Support

• Handle inquiries and complaints from regular and high-value customers via email, live chat and social media
  • Provide accurate information about products, services, purchases, redemptions, loyalty rewards, and technical issues
    • Deliver personalized assistance based on customer preferences and tailor the support experience accordingly

Issue Resolution

• Resolve customer issues promptly and professionally to ensure a positive player experience
  • Raise escalations from high-value customers to Senior Agent on shift, addressing issues with SA guidance on how to resolve matters
    • Provide consistent follow-ups and updates to customers on escalated issues, until full resolution

Customer Engagement

• Proactively engage with high-value players to enhance satisfaction and identify upselling or cross-selling opportunities
  • Foster customer loyalty through tailored support and relationship-building strategies, providing personalised recommendations and solutions

Collaboration & Communication

• Collaborate cross-functionally with other departments to resolve escalations and improve service delivery
  • Communicate customer needs, concerns, and suggestions to Senior Agents for oversight and input

Performance & Continuous Improvement

• Meet or exceed individual and team KPIs, SLAs, and performance targets
  • Participate in ongoing training, development, and knowledge-sharing sessions to enhance skills and knowledge
    • Stay informed on industry trends, tools, new technologies and best practices in customer support and high-value customer management
      • Provide insights and recommendations to the CS Senior Agent / CS Manager for improving support processes, tools, and workflows related to customer support
        

What We Are Looking For...

• Minimum of 2+ years of experience in a customer service role within the online gambling or social casino industry.
• Strong contact handling skills, active listening, and a problem-solving mindset.
• Familiarity with Zendesk and high IT literacy.
• Customer-oriented approach with the ability to adapt/respond to different personality types.
• Excellent communication and presentation skills, with fluency in written and spoken English.
• Proven ability to multi-task, prioritize workload, and manage time effectively in a remote work environment.
• Experience handling escalations and providing guidance to junior support agents is a plus.

Important Requirements

• Willingness to work flexible hours, including weekends and holidays.
• You will need your own office setup with a self-provided laptop or PC, headset, and a reliable internet connection that meets the following requirements:
  • PC: Intel i5 4th Gen (or higher) – self-provided
  • OS Version: Windows 10 or higher
  • Internet browser: Preferably Chrome (Edge, Firefox also acceptable)
  • RAM: Minimum 8 GB
  • HDD Space: Minimum 1 GB available
  • Headset: USB headset (noise-canceling)
  • Web Camera: Required for team meetings
  • Internet: Ethernet/hardline connection with a minimum 10Mbps upload & download speed
  • Backup internet provider for reliability

Why Join Patrianna?
High Pace. High Growth. Real Impact.
At Patrianna, we're building a place where data scientists and innovators can thrive — not by sitting on the sidelines, but by being embedded in the action. Your work won't just live in dashboards; it will launch in real products, shift real metrics, and shape how millions of people experience our platform. You'll work closely with the founder in a high-impact role, gain exposure to cutting-edge gaming projects, and have endless opportunities for growth.

What We Offer

• Full Remote Work: Work from wherever you feel most productive.
• Company Events: Connect with the team through engaging, informal events.
• Continuous Development: Join a fast-growing business where the sky's the limit.

If you're ready to move fast, learn relentlessly, and own your impact — we want to hear from you.