Customer Success Advocate (Remote)

Rivalry Limited; Toronto; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading gaming company is seeking a Customer Success Advocate to provide outstanding customer support in the iGaming sector. The role demands flexibility in hours and offers remote work opportunities. Candidates should demonstrate fluency in English, and knowledge of additional languages is beneficial. The position provides a competitive salary, comprehensive benefits, and a focus on employee growth and well-being.

Benefits

Competitive salary

Stock options

Paid vacation and holidays

Health benefits stipend

Monthly GLHF stipend for wellness or games

Qualifications

• Fluency in English is mandatory, additional languages are a plus.
• Desire for continuous learning and adaptability is essential.
• Ability to work flexible hours to accommodate customer needs.

Responsibilities

• Deliver exceptional customer support across multiple languages.
• Understand customer needs and promote relevant products.
• Collaborate with departments to resolve customer issues.

Skills

Fluency in English

Fluency in a 2nd or 3rd language (Spanish, Tagalog)

Attention to detail

Ability to maintain composure in challenging situations

Desire to learn and grow

Tools

Slack

Job description

Customer Success Advocate (Remote)

Department: Customer Success

Employment Type: Full Time

Location: Remote

Description

We're focused on having the best customer experience in the betting and gaming space. We aren’t willing to accept being marginally better.

As we continue on our mission, we’re looking for a talented Customer Success Advocate to join the team to help build the best entertainment brand in the world.

The Role

The standard job title for a position like this is Customer Support Specialist. But at Rivalry, we call this position a Customer Success Advocate. Why an advocate? Because our Customer Success team advocates for our users.

As a Customer Success Advocate, you’ll be expected to have a great understanding of all things iGaming, and ideally you have some crypto knowledge or interest in the crypto space, too.

PLEASE NOTE: This role provides full-time hours, but those hours fluctuate to accomodate for our customers. We'll discuss what your hours could look like in the first call with us, but keep in mind that flexibility to accomodate a fluctuating schedule is a requirement of the job.

If you join the Rivalry team, you will:

• Deliver memorable customer support, in any language - Rivalry's user-base is global and multilingual, you will be expected to provide top quality support to all of our global customers. You can always use a translation tool to chat with our customers where needed.
• Work towards understanding the needs of our customers and have some underlying knowledge of iGaming, traditional sports, esports, Web3 and crypto.
• Promote relevant Rivalry products and features based on user needs and interactions.
• Collaborate with multiple departments and the rest of the team to make sure any customer issues are diagnosed and resolved ASAP.
  • You will deliver feedback to our Product, Payments and Marketing teams.
  • You will escalate customer issues with relevant details using the proper channels.
• Create content for our customers in the form of articles and automated workflows.
• Work in a regulated environment - Rivalry operates in a highly regulated space. All staff will need to build an understanding of these regulations and keep up to date with changes that affect your workflows. Don’t worry, we’ll help with all of that with top-class training.
• Improvise, adapt, overcome - You will need to be constantly learning, growing and developing skills to make you rock your work.
• Be a self-starter, your best self and become part of the team and the culture.
• We know life isn’t always 9–5—and our customers aren’t either. You’ll have flexibility in your schedule to support work-life balance, as long as team coverage and customer needs are met. You can request or swap shifts when needed.

Your Stats:

• Fluency in English; written and verbal.
• Fluency in a 2nd or 3rd language is an asset. Preferred languages include Spanish and Tagalog.
• Ability to keep your cool with customers in a friendly and open manner, even when things get spicy.
• A high level of attention to detail and ability to execute on new processes and procedures as they arise.
• A constant desire to learn and know more. We value curiosity!
• Comfort with modern online communication tools and systems, including slack.
• Availability to work hourly shifts outside the standard 9-5, and weekends.
• Ability to work with a decentralized team, located throughout the world.
• Access to a fast and reliable internet connection.

Our Stats:

• We offer a competitive salary and total rewards package including stock options (we believe it's important for our people to own a piece of the company and share in our success).
• A chance to work in one of the most exciting and rapidly growing industries.
• See your performance in real time, be part of a supportive team with a focus on training, coaching and continual improvement.
• Work from almost anywhere in the world.
• Paid Vacation and Holidays.
• Yearly Health Benefits Stipend.
• Transparent, candid, effective, driven colleagues.
• Career and personal growth prioritized by management.
• Every Rivalry employee gets a monthly GLHF Stipend (Good Luck, Have Fun) for you to use on your gym membership or the latest video game!