Senior Customer Support Agent

Who are we?

Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.

The Role

We are looking for a

Senior Customer Support Agent

who will play a key role in handling complex customer inquiries, supporting operational workflows, and acting as a knowledge resource for the wider team. You will play a crucial part in ensuring service excellence, while helping to maintain and improve our operational standards. This role involves direct customer contact, as well as, cross-departmental collaboration to ensure a seamless player experience.

Key Responsibilities:

• Independently manage advanced and complex customer queries via live chat and email.

• Serve as a first point of contact for complex cases before escalation.

• Conduct initial investigations and escalate issues when required.

• Maintain consistently high performance and communication standards.

• Support the onboarding and training of new agents through shadowing and knowledge sharing.

• Assist with queue management and email backlog control, including ticket processing.

• Provide live chat support as part of daily responsibilities.

• Report operational updates such as absences or delays to the Team Lead.

Requirements:

• Strong experience in Customer Support, ideally in a senior or specialised capacity.

• Proven background in the iGaming industry is required for external candidates.

• Excellent understanding of customer support processes and multi-brand operations.

• Strong problem-solving skills with the ability to manage complex cases independently.

• Exceptional communication skills, both written and spoken.

• Knowledge of German or Spanish is considered a strong advantage.

• Familiarity with gaming licences is beneficial.

Nice to Have

• Experience supporting or mentoring other agents.

• Understanding of compliance, fraud, or escalation workflows.

• Experience working with customer support platforms such as Zendesk.

• Background in a multilingual or multi-brand environment.

What we Offer:

• Attractive remuneration package

• Health Insurance

• Wellness benefit (after probation)

• Optician/Spectacle and Blue Lens Benefit (after probation)

• Breakfast/lunch all week

• Monthly snacks allowance

• Training support

• Modern office facilities

• Dog friendly workplace

• Exciting Company Events

• Monthly beer Fridays

• Eur1,000 refer a friend bonus

• Relocation Package, if required

You should not apply if ...

• You want a normal 9-5 job. This role is not easy & requires an all-in mentality. Were looking for team members who will put in the work that others wont.

• You cannot take constructive feedback.

• You can`t handle stress and pressure.

• You have the mindset of "Quick Money", this is a marathon, not a sprint.

• You do not embody our core values.