Senior Customer Service Representative

Senior Customer Service Representative

Location: Costa Rica – Remote
Employment Type: Full-Time
Work Modality: Fully Remote
Industry: Technology / Online Gaming
English: Advanced / Fluent, written and spoken

About the Role

We are looking for a Senior Customer Service Representative to join our growing team and provide high-quality support to customers in a fast-paced online environment.

The ideal candidate has strong customer service experience, excellent written and spoken English, sound judgment and the ability to resolve customer issues efficiently while following established procedures related to customer verification, compliance and security.

This position requires strong attention to detail, problem-solving skills and the ability to work independently while collaborating with internal teams.

Key Responsibilities

• Respond to customer inquiries primarily through email, providing accurate, professional and timely assistance.
• Handle customer issues and escalations while maintaining a high standard of customer experience.
• Perform and support KYC and customer verification processes in accordance with internal requirements.
• Review customer information and documentation while identifying potential issues or inconsistencies.
• Collaborate with internal teams, including Game Integrity, Compliance and Security, to investigate and resolve customer concerns.
• Follow established workflows, procedures and service standards.
• Maintain accuracy and attention to detail when handling customer information.
• Identify opportunities to improve customer service processes and workflows.
• Maintain a professional and customer-focused approach in all interactions.

Requirements

• Minimum 3 years of customer service experience.
• Advanced or fluent English, both written and spoken.
• Strong written communication skills, particularly in English.
• Experience working in customer-facing environments.
• Strong problem-solving and decision-making abilities.
• High attention to detail and accuracy.
• Ability to work independently in a remote environment.
• Willingness to work weekends and the assigned schedule.
• Comfortable working with procedures related to customer verification, compliance or security.

Preferred Qualifications

• Experience in online gaming, poker, technology or online services.
• Experience handling escalated or complex customer cases.
• Previous exposure to KYC or customer verification processes.
• Experience using CRM, ticketing or customer support platforms.
• Experience working in fast-paced international environments.

Key Competencies

• Customer Orientation
• Problem Solving
• Communication
• Attention to Detail
• Adaptability
• Compliance Orientation
• Reliability
• Organization
• Teamwork
• Conflict Management

Schedule

Two positions available:

AM Shift:
9:00 AM – 6:00 PM Costa Rica Time during U.S. Standard Time
10:00 AM – 7:00 PM Costa Rica Time during U.S. Daylight Saving Time

PM Shift:
3:00 PM – 12:00 AM Costa Rica Time during U.S. Standard Time
4:00 PM – 1:00 AM Costa Rica Time during U.S. Daylight Saving Time

The schedule is aligned with U.S. Pacific Time and adjusts by one hour according to the U.S. Daylight Saving Time calendar. This is not a rotating schedule.

Days off will be assigned as either Friday–Saturday or Sunday–Monday.

Benefits

• Up to 20 paid days off per calendar year.
• Additional paid time off based on tenure.
• Additional paid day off for qualifying employee referrals.
• Up to USD $250 quarterly grant that may be used for certifications, medical expenses or private insurance.
• Company-provided computer and equipment.Benefits
  
  • Up to 20 paid days off per calendar year.
    
  • Additional paid time off based on tenure.
    
  • Additional paid day off for qualifying employee referrals.
    
  • Up to USD $250 quarterly grant that may be used for certifications, medical expenses or private insurance.
    
  • Company-provided computer and equipment.