VIP Customer Support Specialist (Spanish desk) Offline

BigD is a leading operator focused on the LATAM market (one of the top brands). But that’s not all — we also run a thriving Affiliate Program, a convenient Payment Solution, and an AI-based User Acquisition platform. We’re a big family of over 500 creative minds.

Working Conditions

• Current shifts: 01:00–13:00, 13:00–01:00 (may vary in the future)
• Main shift pattern: 2/2 (2 working days / 2 days off), with minor variations possible
• Shifts per month: 16–18
• Performance evaluated through KPIs and quality control of service within the team
• Opportunity for growth as a specialist within the team based on your performance and success
• Tier system: as you progress, you may be promoted to Mid/Senior level with corresponding salary increase and bonuses

Requirements

• Personal experience: over 2 years in customer support, preferably in VIP service
• Experience in the iGaming or gambling industry (considered a plus)
• Sociability and friendly communication
• Stress resilience and empathy
• Language skills (spoken and written): Spanish: C1–C2, English: B1–B2 (mandatory)
• Multitasking skills
• High level of self-organization, autonomy, and decision-making ability
• Strong experience with CRM systems, customer databases, or ticketing tools
• Time zone of residence: LATAM (GMT-4, GMT-5)
• Availability to regularly work any shift within a 24/7 schedule
• Ability to search for information and solve problems quickly
• Willingness to communicate with customers via voice (a phone channel may be added in the future)
• Communication channels: chat, messaging, email, IP telephony (in the future)
• Clear, understandable, and correct oral and written communication
• Fast typing skills

Tasks and Objectives

• Handle incoming and outgoing customer communications in accordance with company standards (KPIs, SLAs, quality levels, etc.)
• Communicate with colleagues both within and outside the customer support team (other departments, partners, etc.)
• Prepare reports and analyses related to your responsibilities and current activities
• Mentor new team members during their onboarding and training period
• Keep the knowledge base and regulations up to date based on current processes
• Participate in process and service level improvements within the team
• Analyze the customer database to identify potential VIP candidates (based on defined metrics)
• Regularly review your current customer base, develop specific communication strategies, follow their preferences, and collect feedback to maximize their satisfaction