Customer Support Representative

1 week ago

Bucharest Metropolitan Area, Romania EveryMatrix Full time 15,000 - 30,000 per year

EveryMatrix
is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to
200 customers worldwide.

But that's not all We're not just about numbers,
we're about people
. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.

As a Senior
Customer Support Representative
, you will provide timely, accurate, and empathetic support via different channels, ensuring a seamless gaming experience for Turkish-speaking players.

Key Responsibilities

  • Deliver professional, friendly, and efficient customer support to Turkish-speaking users across various channels.
  • Resolve escalated player issues effectively and within SLA.
  • Troubleshoot and resolve players issues related to accounts, payments, bonuses, games, and responsible gambling.
  • Follow internal procedures and compliance requirements, especially in regulated markets.
  • Collaborate with internal teams (Payments, Risk, Fraud, Casino, Sportsbook) to resolve more complex cases.
  • Escalate and track bugs, outages, or player complaints using internal tools.
  • Maintain up-to-date knowledge of products, promotions, and compliance requirements.
  • Support retention and customer satisfaction goals by ensuring every interaction adds value to the player experience.
  • Contribute to our knowledge base by suggesting improvements based on recurring customer issues.

Requirements

  • Fluency in Turkish (native or near-native) and proficient English (written and spoken).
  • 2–3 years of experience in a customer support role, preferably within the iGaming.
  • Previous experience in customer support, preferably in the iGaming industry or a fast-paced digital environment.
  • Strong problem-solving and communication skills.
  • A customer-first attitude with a proactive and empathetic approach.
  • Ability to multitask and work in a shift-based environment, including evenings, weekends, and holidays.
  • Basic understanding of iGaming products (casino, sportsbook, payments, bonuses) is a strong plus.

Nice to Have

  • Knowledge of responsible gaming practices and regulatory environments.
  • Experience working with B2C brands in online gaming, betting, or fintech.
  • Additional languages are a bonus.

Here's what we offer:

  • Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
  • Stay Healthy:
    10 sick leave days per year, no doctor's note required.

Our office perks include parking, on-site massages, and frequent team-building activities in various locations. And did we mention our amazing office space complete with its own pool and gym?

Benefits & Perks:

  • Daily catered lunch or monthly lunch allowance.
  • Private Medical Subscription.
  • Access online learning platforms like Udemy for Business and LinkedIn Learning, and a budget for external training.

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.

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