Player Support Specialist (Gaming)

Patrianna Limited; Georgia; Hybrid; USD 45,000 - 65,000; Full time

Job summary

Patrianna Limited is seeking a Customer Support Agent to be the frontline of an exceptional player experience across email, live chat, and social media. You will resolve issues, engage high-value customers, and keep operations running smoothly.

You will collaborate across teams, handle escalated cases, monitor SLAs, and contribute to knowledge sharing. The role rewards proactive problem-solving, clear communication, and a passion for delivering personalised support to gamers.

Qualifications

• Proven experience in a customer support role across email, live chat, and social media.
• Strong written communication and ability to manage high volumes.

Responsibilities

• Handle customer enquiries and complaints across channels to resolution.
• Resolve escalated cases promptly and collaborate cross-functionally.
• Monitor ticket queues and advise on workload prioritisation to meet SLAs.
• Complete operational tasks (Big Winners, Play Safety, Legal View, End of Shift Reports, Zendesk tickets) accurately.
• Engage high-value players to build loyalty and identify upsell opportunities.
• Mentor onboarding agents and feed customer trends back to drive improvement.

Skills

Multi-channel support

Written communication

Attention to detail

Team collaboration

Customer-centric mindset

Regulated environment experience

Tools

Zendesk

Job description

Patrianna Limited is seeking a Customer Support Agent to be the frontline of an exceptional player experience across email, live chat, and social media. You will resolve issues, engage high-value customers, and keep operations running smoothly.

You will collaborate across teams, handle escalated cases, monitor SLAs, and contribute to knowledge sharing. The role rewards proactive problem-solving, clear communication, and a passion for delivering personalised support to gamers.