Customer Support Agent

JarvisHeart is a rapidly expanding global IT & Tech company based in Cyprus, dedicated to its team, providing an inspiring, dynamic work culture.

Established in 2024, we are aimed to deliver services and solutions for businesses. We attract and retain the best IT professionals, offering avenues for development and progress to provide exceptional solutions to clients around the globe. Join us and become a part of JarvisHeart’s success story.

Core Responsibilities

• Player Support via Live Chat: Handle inbound player inquiries through live chat and email - account issues, bonuses, payments, and general platform questions.
• Outbound Calls: Conduct outbound calls when required to follow up on unresolved cases, clarify player issues, or complete verification procedures.
• Issue Resolution & Escalation: Resolve standard and complex player issues independently; escalate edge cases to relevant teams (Antifraud, Billing, Retention) when necessary.
• CRM & Ticket Management: Accurately log all interactions in the CRM system, maintain case documentation, and follow established support workflows and scripts.
• Quality & Compliance: Follow quality standards, internal guidelines, and responsible gambling policies in every player interaction.

Requirements

• 1 year of experience in a customer support role — preferably within iGaming, betting, FinTech, or a closely related industry.
• Strong written English communication skills (B2+ level); ability to convey information clearly and professionally in chat and email.
• Confident verbal English for outbound calls and voice communication when needed.
• Proficiency with CRM and chat systems (LiveChat/Helpdesk/Intercom/Zendesk); comfortable navigating multiple tools simultaneously.
• Stress-resistant and solution-oriented — able to stay calm and constructive with demanding or frustrated players.
• Basic understanding of iGaming mechanics: casino products, sports betting, bonus structures.
• Own equipment required: personal computer/laptop meeting minimum performance requirements, stable internet connection (min. 20 Mbps).

Nice to Have

• Knowledge of KYC / AML procedures.
• Familiarity with responsible gambling frameworks.

Work Schedule

Working Hours: Rotating shift schedule — 2 days on / 2 days off, 12 hours per shift

Shift Times:

• Day shift: 09:00 – 21:00
• Night shift: 21:00 – 09:00

Remote Work Conditions:

• Fully remote position 
• Personal equipment required (PC/laptop + stable internet connection)

What we offer:

• 17 vacation days (Enjoy vacation policy to recharge and explore. We believe work-life balance is key to personal and professional well-being.)
• 15 paid sick days (Your health matters. We offer paid sick leave to ensure you can recover without financial stress)
• Insurance after the probation period (Your well-being is our priority. After completing the probationary period, you’ll gain access to our comprehensive insurance plan to support your health and peace of mind.)
• Public holidays off (Take time to celebrate and enjoy national holidays with friends and family without worrying about work.)
• Work equipment provided (Start your journey with the best tools for success! We provide all the necessary equipment to help you work efficiently and comfortably.)