Customer Support Representative

NextGen Ventures; Monterrey; Presencial; MXN 180.000 - 260.000; Jornada completa

Descripción de la vacante

NextGen Ventures in Monterrey is seeking a Customer Service Representative to serve players of our real-money gaming platform. You will be the first point of contact via email and live chat, resolving questions about deposits, withdrawals, bonuses, and gameplay with empathy and accuracy.

The role emphasizes independent problem-solving, careful documentation, and collaborating with teammates to improve the player experience.

Formación

• Experience providing customer support in fast-paced environments.
• Strong written and verbal English.
• Comfortable using computer systems and entering data accurately.

Responsabilidades

• Be the first point of contact for players across email and live chat, responding promptly and resolving questions about deposits, withdrawals, bonuses, and gameplay.
• Provide accurate, real-time guidance on products, promotions, and account issues.
• Troubleshoot and resolve problems on the spot, aiming to leave every player in a better place than before they reached out.
• Document every interaction carefully to build a clear, accurate record in our systems.
• Collaborate with the team to spot patterns and help improve the overall player experience.
• Follow company procedures and compliance requirements while still making every interaction feel personal, not scripted.

Conocimientos

Customer support experience

Excellent communication

English proficiency

Data entry / computer systems

Descripción del empleo

In online casino and sports betting, every interaction carries real money and real emotion, a delayed withdrawal, a confusing bonus, a question about a bet that just landed. As a Customer Service Representative, you're often the first, and most memorable, voice a player hears when something isn't going right. This isn't about reading from a script, it's about understanding what the player actually needs, solving problems in real time, and making sure every player feels confident and taken care of, so their trust in the platform stays strong through exceptional service.

We're looking for dedicated, empathetic, and enthusiastic professionals with strong communication skills and a genuine passion for helping people, especially in moments that matter to them.

What You'll Do

• Be the first point of contact for players across email and live chat, responding promptly and resolving questions about deposits, withdrawals, bonuses, and gameplay
• Provide accurate, real-time guidance on our products, promotions, and account issues
• Troubleshoot and resolve problems on the spot, aiming to leave every player in a better place than before they reached out
• Document every interaction carefully to build a clear, accurate record in our systems
• Collaborate with the team to spot patterns and help improve the overall player experience
• Follow company procedures and compliance requirements while still making every interaction feel personal, not scripted

What You Bring

• Experience providing customer support, ideally in a fast-paced environment (preferred, not required)
• A genuine client-first mindset, real empathy, and excellent verbal and written communication skills
• Strong professional English, spoken and written, interviews and daily work for this role are conducted in English
• Comfortable working with computer systems and accurate data entry

Why Join Us

• Play a direct role in shaping how people experience real-money gaming and sports betting, every conversation you have can turn a frustrated player into a loyal one
• Be part of a team that treats customer experience as a real priority, not an afterthought
• Grow your career with a fast-growing entertainment and technology company.

Location: Monterrey, MX (Onsite)

Schedule: 40 hours per week, 5 working days and 2 days off on a rotating basis, on one of these shifts: