Remote Customer Support Agent – Gaming & iGaming

OpenKrill; United States; On-site; 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

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.