📍 Remote | iGaming | Customer Support
ABOUT THE COMPANY
Fidel Group is an international iGaming ecosystem operating multiple online casino brands across regulated and emerging markets. We manage the full player journey in-house — from product and payments to CRM, analytics, and customer support.
Our teams work in a decentralized structure, where each project operates as an independent business unit with dedicated resources and clear ownership. This approach allows us to move fast, make decisions quickly, and continuously improve the player experience.
ABOUT THE ROLE
We are looking for a Spanish-speaking Support Specialist to join our growing international Customer Support team.
In this role, you will become the first point of contact for our players, helping them resolve issues, answering questions, and ensuring a positive customer experience through real-time communication.
We are looking for someone who enjoys helping people, works well under pressure, and can maintain a professional and friendly tone even during busy periods.
GOALS FOR PROBATION PERIOD (FIRST 90 DAYS)
During your first three months, you will:
• Learn our products, internal processes, support tools, CRM systems, and knowledge base.
• Successfully complete onboarding and demonstrate strong understanding of player support workflows.
• Maintain reliability, punctuality, and shift discipline.
• Achieve and consistently maintain key support KPIs:
- First response time: ≤ 30 seconds
- Average response time: ≤ 60 seconds
- Customer Satisfaction (CSAT): ≥ 70%
• Handle customer requests independently and escalate complex cases appropriately.
WHAT YOU WILL DO
• Provide customer support via live chat in Spanish.
• Assist players with account, payment, bonus, and general platform-related questions.
• Resolve standard inquiries independently and efficiently.
• Escalate technical, payment, or complex issues to relevant departments.
• Use internal knowledge bases and support tools to provide accurate information.
• Maintain a professional, friendly, and customer-focused communication style.
• Contribute to improving support quality, response speed, and overall customer satisfaction.
• Follow internal procedures, compliance requirements, and quality standards.
WHAT WE ARE LOOKING FOR
• 1+ year of experience in Customer Support or Live Chat Support.
• Native or fluent Spanish (C1–C2 level).
• English at Intermediate level or higher for internal communication.
• Strong written communication skills and fast typing speed.
• Good computer literacy and ability to quickly learn new tools and systems.
• Ability to multitask and work efficiently in a fast-paced environment.
• Strong problem-solving skills and customer-oriented mindset.
• Availability to work rotating shifts, including night shifts.
• Previous experience in iGaming, online casinos, betting, fintech, or other high-volume customer support environments.
• Experience with Zendesk, Intercom, Freshdesk, LiveChat, or similar platforms.
• Familiarity with CRM systems and customer support KPIs (CSAT, SLA, FRT).
• Experience working in a 24/7 support environment.
WHY JOIN US
• Join a rapidly growing international iGaming business.
• Work in a multicultural and supportive team environment.
• Structured onboarding and ongoing support from experienced colleagues.
• Clear opportunities for professional growth into Senior Support, Quality Assurance, Training, or Team Lead roles.
• Fully remote work format.
• Dynamic environment with fast decision-making and real impact on the customer experience.
CONTACT
📩 Telegram: @BDOlenka
📩 Email: [email protected]