Customer Service Ambassador

Casumo, an international online casino company, is seeking a Customer Service Ambassador. This role involves navigating players through their journey by onboarding, educating, and supporting them. Ambassadors will listen and respond to player needs, collaborate with other teams, contribute ideas for improvement, and support customers across various platforms. This position serves as a foundation for growth into Engagement or Expert teams, focusing on upselling or in-depth iGaming knowledge.

Must Have

• Listen and respond to player needs and concerns, providing professional support.
• Collaborate with teams like Player Protection, Sports, Payments, and Loyalty.
• Contribute ideas for improving work processes.
• Support customers via live chat, email, social media, app stores, and public forums.
• Assist management with daily tasks and expand knowledge.
• Manage incidents and escalations using Jira and Slack.
• Conduct basic responsible gaming interactions.
• Research and resolve player concerns to enhance experience.
• Provide and own feedback to improve player experience.
• Complete tests and training sessions.
• Follow GDPR and Gambling Regulatory Requirements.
• Passionate about identifying customer needs and providing first contact resolution.
• Live chat or Customer Service experience.
• Excellent communication skills, patience, and ability to explain complex topics concisely.
• Ambitious, eager, and ready to learn.
• Reliable, hard-working with a positive attitude.
• Alignment with Casumo's core values: Aspire, Believe & Care.

Good to Have

• Sportsbook knowledge
• iGaming experience
• Fluent in Swedish, Norwegian, Spanish, or Finnish

Perks & Benefits

• Private health insurance
• Wellness incentives, including a fitness allowance and mental well-being services
• 2 weeks Work From Anywhere (10 days), increasing to 4 weeks (20 days) after longer employment
• Office lunches three times per week
• Access to tools and platforms for professional skill development
• Range of training courses (Casumo College)
• Social events for building strong relationships with colleagues

Company Overview:

Welcome to Casumo, your passport to a world of fun, excitement, and responsible gaming. We're an international online casino company with a knack for creating unforgettable gaming experiences. Our secret sauce? A blend of innovation, security, and a dash of playful charm.

Position Overview:

As a member of the Service Ambassador team, you will be a part of a diverse and ambitious group of people responsible for navigating players throughout their adventure with us. You will begin your Ambassador journey in our Service team, where you will be responsible for onboarding, educating, and supporting our customers. This team is a springboard for growing into either our Engagement team, where you will be able to get creative and upsell our product, or our Expert team, where you will have the opportunity to dig deep, expand your knowledge and learn more about the complex sides of iGaming.

Responsibilities:

• Listen and respond to our player’s needs and concerns and provide professional, friendly support at all times ensuring our players are our number one priority
• Work in collaboration with other teams such as Player Protection, Sports, Payments and Loyalty
• Contribute fresh new ideas, giving constructive feedback to constantly improve how we work and exercise your creativity
• Support customers across multiple brands via live chat, email, social media, app stores and public forums
• Assist management with day to day tasks, while expanding your knowledge and progression
• Incident management and escalations through Jira and Slack and external providers to achieve rapid resolutions for players
• Having basic responsible gaming interactions with players prior and liaising findings back to the relevant teams
• Research and resolve players' concerns and issues to improve the player’s experience
• Provide player feedback and own feedback to find solutions and create a better overall experience for the players
• Complete requested tests and training sessions to build on own and team knowledge
• Able to follow procedures and abide by GDPR and Gambling Regulatory Requirements

Requirements:

• Passionate about identifying customer needs and providing first contact resolution
• Live chat or Customer Service experience Target driven and eager to consistently improve your personal performance
• Excellent at communicating, patient and able to explain complex topics in a concise way
• Ambitious, eager and ready to learn
• A reliable, hard working person with a super positive attitude
• Our core values align with your core values: Aspire, Believe & Care

Additional advantage:

• Sportsbook knowledge
• Live chat experience
• iGaming experience
• Fluent in any of our other key market languages (Swedish, Norwegian, Spanish, Finnish)

_Please note: As Casumo is an international company and English is our working language, we kindly ask you to submit your CV in English._

The Perks:

Being a part of the Casumo group provides an unparalleled experience. You’ll find yourself surrounded by the brightest minds within the most inspiring and collaborative office spaces! In addition to that, you’ll enjoy:

• Private health insurance
• Wellness incentives, including a fitness allowance and mental well-being services
• 2 weeks Work From Anywhere (10 days), increased to 4 weeks (20 days) after longer duration of employment within the Company: explore the world while working remotely
• Office lunches - three times per week
• Access to some of the greatest tools and platforms for developing your professional skills and building success within your role
• A range of training courses, known as Casumo College, for continuous learning and growth
• Social events for building strong relationships with colleagues from all across the organisation

Our ABC values:

ASPIRE

At Casumo, "aspire" means pushing beyond the ordinary and transforming obstacles into stepping stones. Challenges are our breakfast of champions, and comfort zones are out of bounds. Mediocrity? Left behind. Our mantra? Dream big, aim high, and always be ready for the next adventure in innovation.

BELIEVE

Belief at Casumo isn't just a feel-good sticker; it's the glue that binds us. Turning "me" achievements into "we" victories, we're a tight-knit crew of dreamers, doers, and relentless supporters. With a high-five arsenal and a trusty cheerleading squad, we're on a mission to prove that together, we're not just strong; we're Casumo strong.

CARE

Care is our secret ingredient, the cherry on top of our game. It's not only about ensuring our players have a blast (responsibly, of course); it's about weaving a fabric of support so tight, even the toughest challenges can't tear us apart. From tailoring player experiences to being there for each other, we're all about creating memorable moments.