Customer Support Executive

Role summary

You will provide high-quality customer support for our online casino players across multiple channels such as live chat, tickets, email, WhatsApp, and other support touchpoints as required. The role requires strong casino-industry experience, excellent knowledge of the gaming product and Back Office systems, and the ability to communicate with empathy while following internal processes and compliance standards. You will handle both regular and high-value customers and support proactive engagement where applicable. Key responsibilities • Handle customer queries across channels (live chat, tickets, email, WhatsApp, and other channels as needed) with excellent written English and professionalism. • Use strong support-handling logic: greet appropriately, ask the right questions, verify details, summarise clearly, set expectations, and close conversations properly. • Resolve issues related to deposits, withdrawals, KYC/verification, account access, gameplay queries, and general troubleshooting. • Support bonus-related questions (bonus types, wagering requirements, eligibility, free spins) and explain terms and restrictions clearly to customers. • Operate confidently in the gaming product and Back Office systems to investigate issues, validate customer claims, and apply correct actions according to SOP. • Coordinate and escalate cases to Payments, Risk/Compliance, CRM/VIP, or Tech teams when needed, and follow up until closure. • Maintain accurate case notes, tags, and dispositions in the support tool; follow internal workflows, QA standards, and documentation rules. • Identify repeated pain points and report trends to help improve processes, macros, and the overall customer experience. • Where within remit: conduct proactive outreach and retention for VIP/high-value players, including tailored support, relationship-building, and coordinating eligible offers with CRM/VIP teams. • Follow Responsible Gaming, AML, and data privacy rules; flag suspicious activity or at-risk behaviours per policy. Must-have requirements • 25+ years of customer support experience specifically in the online casino / iGaming industry (must-have). • Excellent knowledge of the gaming product (casino games, bonus mechanics, wagering) and confidence working with gaming Back Office systems (must-have). Page 1 • Strong understanding of payments and verification flows (deposits, withdrawals, KYC) and how to troubleshoot common issues. • Excellent written English (grammar, clarity, tone control) and strong typing speed. • Strong empathy and de-escalation skills; ability to handle sensitive or escalated customers calmly and professionally. • Comfortable working in an office environment in Hyderabad; willing to work rotational shifts/weekends if required. • Comfortable working with support tools (e.g., Intercom/Zendesk/Freshdesk) and basic spreadsheets for tracking and reporting. Nice-to-have • Experience with chatbots, self-service tools, knowledge bases, or automation platforms (e.g., bot builders, workflow automation, AI-assisted replies). • Experience supporting priority/high-value customers and complex escalations across multiple channels. • QA mindset: ability to self-audit interactions for tone, accuracy, process adherence, and compliance. • Familiarity with Responsible Gaming frameworks and best practices. Success metrics (KPIs) • First response time (FRT) and response consistency across channels • Customer satisfaction / quality score (tone, empathy, accuracy, clarity) • Resolution time and first-contact resolution (FCR) rate • Escalation accuracy and follow-up closure rate • Documentation quality (tags, notes, correct categorisation) • Product & Back Office proficiency (correct actions taken; low reopens due to handling errors) • Proactive engagement impact where applicable (upsell/retention contribution, within policy) What we offer • Paid holidays • Health insurance • Provident Fund (PF) as per policy • Daily catering in the office