Pidwin is looking for a Customer Support Agent to be the friendly, helpful voice that represents our brand. You will ensure our players have an exceptional experience by assisting with inquiries, resolving issues efficiently, and providing personalized attention through chat and email.

What You'll Do

Respond to customer inquiries via live chat and email in a professional, timely manner.
Resolve customer issues, ensuring satisfaction by providing accurate information and solutions.
Master our product offerings and policies to address customer needs effectively.
Identify and assess customer needs to provide delightful, personalized service.
Collaborate with teammates and internal departments to ensure the best outcomes for customers.
Provide feedback and suggestions to improve the overall customer experience.
Assist with payment processing, including crypto withdrawals and in-game currency transactions.
Maintain accurate records of customer interactions.
Work assigned shifts based on current coverage needs, which include 4 PM – 12 AM EST, Tuesday through Saturday.

What We're Looking For

Fluent in English.
Excellent written communication and interpersonal skills.
Proficient typing and computer navigation skills (minimum 25 WPM).
Exceptional problem-solving skills with a customer-first mindset.
Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
Adaptability to various customer personalities and needs.
Experience with customer support tools like Intercom, Crisp, etc.
Proven background in customer-facing roles, even if outside the gaming industry.
Proven ability to meet or exceed performance metrics, including response times, resolution rates, and customer satisfaction scores.
Strong attention to detail and patience.

Nice to Have

Spanish language skills are a plus.
Familiarity with online gaming, particularly MMOs, sports betting, or cryptocurrency is a plus.

Technical Stack

Intercom
Crisp

Team & Environment

You'll collaborate with teammates and internal departments. You'll join a young and determined team that values autonomy to make decisions early on. Pidwin is committed to investing in our team members and fostering a supportive and collaborative team culture.