Customer support (Chilie)

Vacancy:  Support Specialist (Spanish)

We are looking for a  Support Specialist to join our growing international customer support team.
You’ll be the first point of contact for players, providing fast, accurate, and friendly assistance in real time.
 

📌 Role Purpose

Deliver high-quality real-time customer support through live chat, ensuring quick responses, accurate solutions, and an excellent overall customer experience.
 

🚀 Trial Period Goals (First 3 Months)

During the onboarding period, you will:

• Learn the chat platform, CRM systems, and internal knowledge base.
• Demonstrate reliability, punctuality, and shift discipline.
• Meet key SLA targets:
  • First response time: ≤ 30 seconds
  • Customer satisfaction (CSAT): ≥ 70%
  • Average response time: ≤ 60 seconds

⚙️ Key Responsibilities

• Communicate with customers via live chat in Spanish.
• Resolve simple and standard inquiries independently.
• Escalate complex or technical cases to relevant departments or shift supervisors.
• Use the internal knowledge base to provide accurate answers.
• Maintain a friendly, professional, and consistent tone of voice.
• Continuously improve key support metrics — response speed, quality of communication, and chat handling volume.

🧠 Requirements

Must-Have:

• Minimum 1 year of experience in a live chat support role (experience in iGaming is a plus).
• Native-level Spanish and strong English skills (for internal communication).
• Fast and accurate typing skills.
• Solid computer literacy and ability to learn new systems quickly.
• Strong multitasking, problem-solving, and stress management abilities.
• Flexibility to work night shifts within a 24/7 rotation schedule.

Nice to Have:

• Experience with chat tools such as Zendesk, Intercom, or Freshdesk.
• Familiarity with CRM systems and customer experience metrics.

💬 Why Join Us

• Be part of a fast-growing global platform.
• Work with a friendly, international team.
• Opportunities for growth into Senior Support or Quality roles.
• Stable schedule and structured onboarding with a dedicated mentor.