Customer Support Agent

OpenKrill; United States; Remote; USD 42,000 - 62,000; Full time

Job summary

B2Spin is seeking a Customer Support Agent to handle email, chat, and phone interactions with empathy and efficiency, resolving issues promptly while capturing trends for product improvements.

You will work in a remote, metrics-driven environment, mentor peers on escalated cases, and contribute to a high-performing support operation by delivering consistent, data-driven support that aligns with our KPI targets.

Qualifications

• Proven experience in a customer support or service role, ideally in a digital, gaming, or online entertainment environment.
• Strong written and verbal communication skills with the ability to handle sensitive situations with professionalism and empathy.
• Comfortable working to targets in a metrics-driven, remote team you know your numbers and take ownership of them.
• Experience managing escalations or mentoring peers through complex customer issues.
• Confident using CRM or ticketing platforms to log interactions and maintain clean, reliable records.
• A curiosity for product improvement you don't just close tickets, you notice what keeps opening them.
• Experience in social casino, iGaming, or a regulated consumer product is a plus.

Responsibilities

• Own customer interactions end-to-end across email, chat, and phone delivering responses that are empathetic, accurate, and efficient.
• Investigate and resolve complaints by digging into root causes and implementing solutions that stick, not just quick fixes.
• Step up on complex or escalated cases, and act as a guiding hand for junior agents navigating difficult situations.
• Translate customer feedback and usage trends into actionable product insights that inform real improvements.
• Keep records and interaction logs accurate and up to date, ensuring nothing falls through the cracks.
• Consistently hit and look to exceed team KPIs and SLAs, holding yourself accountable in a remote environment.
• Contribute ideas and share best practices that raise the bar for the whole support operation.

Skills

Customer support

Communication skills

Targets & metrics

Escalation handling

CRM tools

Product feedback

Gaming industry experience

Tools

CRM systems

Job description

ABOUT B2SPIN

We are B2Spin, and we are dedicated to delivering the best Free-to-Play Social Casino and gaming experiences by creating captivating, engaging, and unique products that are accessible to everyone. We have built a team of talented professionals from all over the globe, who are working to continually improve the experiences of our players. We are not looking to just be part of the industry, but to revolutionize it.

THE ROLE

B2Spin is on a mission to revolutionise free-to-play social casino gaming, and the people who play our products deserve support that matches that ambition. As a Customer Support Agent, you'll be the voice of B2Spin resolving issues with speed and care, spotting patterns that make our products better, and helping set the standard for what great support looks like in a fast-moving, metrics-driven environment.

WHAT YOU'LL DO

• Own customer interactions end-to-end across email, chat, and phone delivering responses that are empathetic, accurate, and efficient
• Investigate and resolve complaints by digging into root causes and implementing solutions that stick, not just quick fixes
• Step up on complex or escalated cases, and act as a guiding hand for junior agents navigating difficult situations
• Translate customer feedback and usage trends into actionable product insights that inform real improvements
• Keep records and interaction logs accurate and up to date, ensuring nothing falls through the cracks
• Consistently hit and look to exceed team KPIs and SLAs, holding yourself accountable in a remote environment
• Contribute ideas and share best practices that raise the bar for the whole support operation

WHAT WE'RE LOOKING FOR

• Proven experience in a customer support or service role, ideally in a digital, gaming, or online entertainment environment
• Strong written and verbal communication skills with the ability to handle sensitive situations with professionalism and empathy
• Comfortable working to targets in a metrics-driven, remote team you know your numbers and take ownership of them
• Experience managing escalations or mentoring peers through complex customer issues
• Confident using CRM or ticketing platforms to log interactions and maintain clean, reliable records
• A curiosity for product improvement you don't just close tickets, you notice what keeps opening them
• Experience in social casino, iGaming, or a regulated consumer product is a plus

OUR VALUES

At B2Spin, passion means we care about the craft we're building something genuinely cool and want people around us who feel the same. Performance means we back accountability over bureaucracy and progress over perfection. If you're driven by ownership, transparency, and doing work that matters, you'll fit right in.