Customer Experience Agent

About this role

We’re looking for enthusiastic, customer-oriented individuals with strong communication skills to join the vibrant team at Rush Entertainment. If you enjoy helping people and bringing positive energy to every interaction, this could be the perfect role for you.

As a Customer Support Agent , reporting directly to the Operations Team Lead, you’ll play an important role in providing exceptional support to our customers. You’ll assist English-speaking users through email and live chat, handle withdrawal requests, and help create a seamless and enjoyable customer experience.

This is a fast-paced and varied role where every day brings something new — making it both engaging and rewarding.

What your role would look like:

• Provide outstanding customer support in English through multiple communication channels, including email and live chat.
• Work closely with internal teams and external providers to resolve customer issues quickly and effectively.
• Deliver an exceptional customer experience by processing customer withdrawals accurately, efficiently, and securely.
• Contribute to team success by achieving individual KPIs and supporting departmental SLAs.
• Escalate complex matters to the relevant internal teams to ensure timely and effective resolutions.
• Take ownership of unresolved customer cases and manage them through to full resolution.
• Review KYC documentation and carry out enhanced due diligence checks when required.
• Share customer feedback and insights to help improve systems, processes, FAQs, and the overall Knowledge Base across Operations and Country Management.
• Maintain a strong understanding of Rush Entertainment’s products, services, systems, and procedures.
• Ensure full compliance with company policies, processes, and all regulatory requirements.
• Complete all mandatory compliance and training modules assigned to you.
• Support ad hoc business tasks, including analyzing customer contact trends, identifying patterns, and providing operational insights.
• Act as a positive role model by consistently demonstrating the Rush Entertainment values and promoting a collaborative, professional, and inclusive work environment.
• Always put the player first by maintaining a customer-focused mindset and delivering the best possible customer experience.

Requirements

• Fluent in written and spoken English
• Prior experience in customer facing or a similar role within iGaming will be considered an asset

- Analytical and problem-solving skills

• Acquires high levels of adaptability and flexibility
• Demonstrated ability to work well under pressure and multitask
• Strong organizational and time management abilities
• Passion for delivering an outstanding customer experience
• Collaborative mindset, with the ability to work effectively within teams and across departments
• Willingness to work shifts

Benefits

• Attractive bonus and incentive programs.
• Chance to play a key role in the growth and development of a rapidly advancing industry.
• Competitive salary package with comprehensive health benefits and insurance.
• Continuous training and professional development to consistently improve your skills.
• Opportunities for career advancement and personal development.
• Flexible work arrangements.
• Organized social events that promote team bonding.
• Health allowances provided.
• A wide variety of roles, projects, and professional challenges.
• A collaborative, enjoyable, and multicultural workplace.