Customer Support Agent - Italian & English speaking

About Us

E-Play24 is an ADM-licensed operator and a leading iGaming company in Italy, consistently ranking among the top performers in terms of growth and results. The company is also recognised by the Malta Gaming Authority (MGA) and is part of Cirsa Group.E-Play24 is committed to excellence and responsibility, holding international recognised certifications including ISO 9001 (Quality Management), ISO 26000 (Social Responsibility), and ISO 27001 (Information Security).

OUR VALUES - Guided by Integrity, Innovation, Excellence, and Passion, we are committed to responsibility, sustainability, and delivering high-quality user experiences within a fully compliant and responsible environment.

OUR STRENGTH - People are at core of our success. We foster a dynamic and talented team that drives continuous innovation, offering growth opportunities in an inclusive and stimulating context. Through partners with leading global providers, we deliver exclusive content, while leveraging strong expertise in technology, compliance, and operations to serve the Italian market with excellence.

OUR VISION - We aim to dominate Italy's licensed gaming market by leveraging scalable proprietary technology, and strong commitment to responsible gaming. Since 2009, we have evolved into a multinational player backed by the CIRSA Group, creating sustainable value for customers, partners, and communities.

What We Offer

At E-Play24, you'll be joining a well-established team of iGaming professionals with years of expertise in both the Italian and international markets.

We take pride in creating an environment where our people thrive, both professionally and personally.

That's why we offer a variety of benefits designed to boost your work-life balance and make your time with us enjoyable, that includes:

• Flexible Hours: Adaptable start and end times to fit your lifestyle.
• Hybrid Work: A balanced mix of home and office-based options.
• Free Parking: Convenient, cost-free parking for all staff.
• Global Flexibility: Enjoy 40 working days per year of "work-from-abroad" flexibility following your initial probationary period.
• Refuel & Recharge: Complimentary premium coffee and healthy snacks.
• Social Culture: Frequent team-building and fun company events.
• Health Insurance: We’ve got you covered. Once you’ve settled in and passed your probation, you’ll be enrolled in our health insurance plan.
  

... and much more! Join E-Play24 and discover the full range of perks that come with being part of an innovative, fast-growing team!

Role purpose

As a Customer Support Agent, you will assist Italian speaking customers to resolve issues and answer to their queries via chat and emails, as well as you will communicate with international providers.

To support our continued growth, we're actively looking to expand our team with additional talent. While experience in the iGaming industry is definitely a plus, we strongly encourage applications from passionate individuals even if you don't have direct iGaming experience. For those without prior iGaming exposure, we're open to amending the job title to best reflect your skills and contributions. A "can-do" attitude, a strong customer-oriented mindset, and a genuine passion for iGaming (or a keen interest in learning!) are considered strong assets for all applicants.

If you enjoy being in contact with customers and provide with solutions the customer support role could be an excellent fit for you. Also, in this position, you'll have the opportunity to expand your knowledge of the iGaming industry while building a rewarding career within our organization.

Responsibilities:

• Support our customers with quality solutions in timely and professional manners.
• Identify and support players with any queries or issues they might encounter.
• Provide explanations to customers about products/site/policies/ promotions, etc.
• Update customer account/details with necessary information when needed.
• Understand, guide, and support players accordingly to the Responsible Gambling guidelines.
• Collaborate with our Fraud and payments team to satisfy customers’ queries.
• Understand anti-money laundering principles and report any suspicious activity.

Tasks:

• Respond to customer inquiries through live chat, email.
• Investigate and troubleshoot technical and account-related issues.
• Explain policies and procedures clearly to customers.
• Update customer profiles and ensure personal details are accurate and complete.
• Monitor and enforce responsible gambling practices, including self exclusion tools.
• Communicate with the Payments team regarding transaction disputes and verifications.
• Identify and report suspicious activities to the relevant compliance department.
  

Activities:

• Greet customers warmly and establish a professional rapport.
• Review and verify customer information before updating account details.
• Use customer relationship management (CRM) tools to log and track interactions.
• Provide proactive support by offering helpful product suggestions and clarifications.
• Document all customer interactions for quality assurance and compliance purposes.
• Participate in training sessions on AML and Responsible Gambling protocols.
• Follow standard operating procedures (SOPs) for handling disputes and escalations.

Requirements:

• Excellent both written and spoken communication skills in Italian (native level).
• Good English communications skills (intermediate level as minimum).
  
• Minimum of 1 year of experience in customer support, preferably in the iGaming industry.
  
• A strong passion for sports and a deep understanding of the sportsbook landscape will be considered a significant asset.
• Excellent listening skills, with an empathic approach who takes pride in giving an excellent service to our customers.
• Availability to work on a shift rotation basis, from Monday to Sunday and during daily and evening shifts (no night shifts are required).
• Great organisation skills (including arriving on time, meeting deadlines, and finding accurate information in a timely manner).
• Attention to the details with the ability to handle stressful situations while maintaining a positive attitude.
• Ability to work collaboratively in a team and handle multiple tasks simultaneously with accuracy
• Knowledge Office Package (Excel and Word).

Education

• A high school diploma is required.

E-Play24 is committed to adhering to the principle of non-discrimination at every stage of the selection process, in accordance with Article n. 21 of the EU Charter of Fundamental Rights.

We encourage all interested individuals to apply, with no discrimination based on any ground such as sex, race, nationality, colour, ethnic or social origin, genetic features, language, religion or belief, political or any other opinion, membership of a national minority, property, birth, disability, age or sexual orientation.

GDPR

In accordance with the General Data Protection Regulation (GDPR), we invite you to review our Privacy Policy to understand how we collect, process and store your personal data, by clicking on the following link:

By checking the box on your application form, you acknowledge that you have been informed about the collection, processing and storage of your personal data.