Customer Support Agent (LATAM )
For our client/partner, we are looking for a Customer Support Agent to join an exciting new international iGaming project targeting the LATAM market.
If you have experience supporting players with payment-related inquiries, enjoy solving complex cases, and want to join a fast-growing company at the pre-launch stage, this is an excellent opportunity to make a real impact from day one.
About the Company
Our client is an international product company entering an exciting new stage of growth with the launch of a next-generation online casino for the LATAM market.
The leadership team brings over 8 years of successful experience in the iGaming industry, combined with strong expertise across FinTech, technology, and digital products. The company is building a modern online casino platform focused on exceptional player experience, operational excellence, and sustainable growth.
Joining now means becoming part of a highly experienced international team where you’ll have the opportunity to influence processes, contribute to product launch, and grow together with the business.
About the Role
As a Customer Support Agent you will provide high-quality support to players, focusing on payment-related requests, account issues, and transaction inquiries. You will work closely with Payments, Risk, Fraud, Compliance, and Customer Support teams to ensure smooth player journeys while maintaining the highest service standards.
This role requires excellent Spanish communication skills and previous iGaming Customer Support experience.
Responsibilities
- Provide customer support via Live Chat, Email, and other communication channels.
- Handle payment-related inquiries, including deposits, withdrawals, failed transactions, and payment provider issues.
- Assist players with registration, account verification, bonuses, and general account questions.
- Resolve customer issues efficiently while maintaining high customer satisfaction.
- Escalate complex payment or fraud-related cases to Payments, Risk, Fraud, Compliance, or Technical teams.
- Follow internal SLAs, quality standards, and customer service procedures.
- Record customer interactions accurately using Help Desk systems.
- Ensure compliance with KYC, AML, Responsible Gaming, and internal security procedures.
- Participate in improving support processes and knowledge base documentation.
- Support product launch activities and contribute to continuous service improvements.
Requirements
- 2+ years of Customer Support experience within the iGaming industry.
- Previous experience handling payment-related customer inquiries.
- Strong understanding of deposits, withdrawals, payment providers, and transaction troubleshooting.
- Experience with Zendesk, Intercom, Freshdesk, LiveChat, or similar customer support platforms.
- Understanding of KYC, AML, anti-fraud, and Responsible Gaming principles.
- Excellent written communication and customer service skills.
- Strong problem-solving abilities and attention to detail.
- Ability to work independently in a fast-paced environment.
- Availability to work flexible shifts aligned with LATAM time zones.
- Spanish – C1/C2 (mandatory).
- English – B2 or higher.
Nice to Have
- Experience supporting LATAM customers.
- Experience working with online casino products.
- Experience handling VIP player requests.
- Familiarity with Jira, Confluence, Slack, or Google Workspace.
- Experience participating in product launch or pre-launch projects.
Company Offers
- Competitive compensation with timely payments.
- Fully remote work environment.
- Flexible shift-based schedule.
- Opportunity to join an international iGaming product at the pre-launch stage.
- Direct impact on product development and customer experience.
- Career growth opportunities within a rapidly expanding company.
- Professional international team with experienced leadership.
- Fast decision-making, high ownership, and minimal bureaucracy.
- Collaborative culture built on trust, transparency, and continuous improvement.