Experienced Customer Support Representative – Delivering Exceptional Service in the Digital Entertainment Industry at blithequark

Introduction to blithequark blithequark is a pioneering digital entertainment company that has been revolutionizing the online platform landscape since 2021. With a portfolio of innovative brands, including MetaWin, WOW Vegas, BetZoo Media, Hit.com, and Rolla, we are committed to creating engaging, unique, and immersive digital experiences for our users. Our teams, operating from strategic locations in London, Malta, Gibraltar, and soon Miami, are dedicated to pushing the boundaries of what is possible in the digital entertainment industry. By leveraging cutting-edge technology, decentralized solutions where possible, and an AI-first mindset, we strive to deliver the highest quality end products that exceed our users' expectations. Brand Overview At blithequark, our brands are designed to offer something different. WOW Vegas and Rolla, our cutting-edge social casinos, provide an electrifying gaming experience to players in the US and Canada. Our mission is to bring the excitement and glamour of Las Vegas directly to our players, offering a diverse range of high-quality casino games that are both fun and engaging. We take pride in creating a vibrant and inclusive community where players can enjoy a seamless and thrilling gaming adventure. With a focus on innovation, excellence, and continuous enhancement, we are dedicated to delivering exceptional experiences that set us apart in the industry. About the Role We are seeking a team of highly skilled and dedicated Customer Experience Representatives to join our new location in Miami. As the first point of contact for our players, you will play a critical role in delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction. This shift-based role requires flexibility, a sense of ownership, and a passion for delivering outstanding customer support. You will handle a variety of player inquiries via email, ensuring empathy, accuracy, and compliance with internal procedures. Key Responsibilities Provide fast, accurate, and friendly support to our players via email, addressing their inquiries and concerns in a timely and professional manner. Investigate and resolve issues related to accounts, gameplay, transactions, and bonuses, ensuring that players receive a fair and seamless experience. Educate players about available features, promotions, and procedures, empowering them to make the most of our platforms. Assist with KYC verification processes, ensuring that our players' identities are verified efficiently and securely. Identify issues and flag them to relevant departments, collaborating with teammates and other departments to support service-level targets and drive continuous improvement. What We Are Looking For To succeed in this role, you will need to possess a unique blend of skills, experience, and personal qualities. While previous experience in customer support, ideally within the iGaming industry, is desirable, it is not essential. We are looking for individuals who are tech-savvy, with experience using email platforms such as Zendesk, Intercom, and back-office tools. A good understanding of KYC and payment processes and tools would be an advantage, as would strong written and verbal communication skills in English. Essential Qualifications Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents. A proactive mindset and willingness to take ownership of player issues from start to resolution. A flexible, positive attitude and commitment to delivering a smooth and fair customer experience. Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once. A team player who communicates clearly with colleagues and supports collaboration across departments. Preferred Qualifications Previous experience in customer support, ideally within the iGaming industry. Tech-savviness, with experience using email platforms such as Zendesk, Intercom, and back-office tools. A good understanding of KYC and payment processes and tools. Strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner. Skills and Competencies To excel in this role, you will need to possess a range of skills and competencies, including: Excellent communication and interpersonal skills, with the ability to build strong relationships with players and colleagues. Strong problem-solving and analytical skills, with the ability to investigate and resolve complex issues. A proactive and flexible approach, with the ability to adapt to changing priorities and deadlines. A strong focus on customer satisfaction, with the ability to deliver exceptional service and support. A team-oriented mindset, with the ability to collaborate with colleagues and support collaboration across departments. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to supporting the growth and development of our employees. As a Customer Experience Representative, you will have access to a range of training and development opportunities, including: Comprehensive training programs, designed to equip you with the skills and knowledge you need to succeed in your role. Ongoing coaching and feedback, to help you develop your skills and address areas for improvement. Opportunities for career advancement, with the potential to progress to more senior roles within the company. A dynamic and supportive work environment, with a focus on collaboration, innovation, and continuous improvement. Work Environment and Company Culture At blithequark, we pride ourselves on our vibrant and inclusive company culture. Our teams are passionate, dedicated, and committed to delivering exceptional experiences for our players. We believe in fostering a positive and supportive work environment, with a focus on collaboration, innovation, and continuous improvement. As a Customer Experience Representative, you will be part of a dynamic and fast-paced team, with the opportunity to make a real impact on our players' experiences. Compensation, Perks, and Benefits We offer a competitive compensation package, with a range of perks and benefits designed to support your well-being and career growth. These may include: A competitive salary and bonus structure, with the potential to earn more based on performance. A comprehensive benefits package, including health insurance, retirement planning, and paid time off. Opportunities for professional development and career advancement, with access to training and development programs. A dynamic and supportive work environment, with a focus on collaboration, innovation, and continuous improvement. A range of perks and benefits, including flexible working hours, remote work options, and access to the latest technology and tools. Conclusion If you are a motivated and customer-focused individual, with a passion for delivering exceptional service and support, we want to hear from you. As a Customer Experience Representative at blithequark, you will have the opportunity to make a real impact on our players' experiences, while developing your skills and career in a dynamic and supportive environment. Don't miss out on this exciting opportunity to and help shape the future of digital entertainment. to become a part of our innovative and fast-paced team!