Live Chat Support (Bilingual)
Job Summary
Job Description
Join GGPoker, a leading online poker network, as a Live Chat Support Agent in Toronto. This full-time, on-site role involves providing first-line customer service and sales support to casino players. Responsibilities include responding to player inquiries via live chat, troubleshooting account and gameplay issues, and escalating technical problems. You will also identify hesitant users and offer incentives like free spins to encourage registration or deposits, proactively supporting marketing efforts. Maintaining fast response times, high-quality customer experience, and balancing multiple chats are crucial. You will also collaborate with Support and Marketing teams, sharing insights into customer behavior and participating in training.
Must have:
- Bilingual in French and English
- Fast and accurate typing
- Strong interpersonal skills
- Customer-focused mindset
- Ability to multitask
Good to have:
- Familiarity with online casinos/gaming
- Previous customer support/sales experience
Perks:
- Annual raise based on performance
- Discretionary bonus
- Competitive and flexible benefits
- Commute coverage
- Snacks, coffee, tea, beverages
- Learn from iGaming industry experts
2 skills required
Job Details
Company Overview:
Join our creative and innovative team as we connect and entertain players all around the world, creating exciting experiences and lasting connections, on the world’s largest online poker network and biggest poker events!
Home of the World Champion Daniel Negreanu, Winner of the Best Poker Software, and Guinness World Records holder of the largest ever online poker prize pool, GGPoker has taken the only poker world by storm.
HQ'ed in Toronto with offices in 9 major cities and 700 top international talents, NSUS is an industry-leading global company dedicated to shaping the future of gaming. GGPoker holds the largest online poker market share globally, and we are looking for dynamic, innovative, and passionate team members to be part of the World’s #1.
Position Overview:
We are hiring Live Chat Support Agents to be the first point of contact for our players. This is a full-time, onsite position based in our Toronto office. The role combines customer service with sales support, providing live assistance to both new and existing casino users.
You'll help players with questions, technical issues, and account support—while also stepping in to convert hesitating users into active players by offering real-time incentives like free spins.
Duties and Responsibilities:
Customer Support
- Respond promptly and professionally to player inquiries via live chat
- Troubleshoot account issues, deposits, withdrawals, and gameplay questions
- Provide clear, friendly guidance through our platform and its features
- Escalate technical or policy-based issues when needed
Sales & Conversion
- Identify hesitation signals in live chats with potential customers
- Offer free spins or targeted promotions to encourage registration or deposit
- Proactively support marketing efforts through personalized chat engagement
- Close the gap between interest and action with persuasive, brand-aligned messaging
Chat Quality & Professionalism
- Maintain fast response times and high-quality customer experience
- Balance multiple chats while maintaining accuracy and tone consistency
- Log chat data and provide feedback on trends or common issues
Team Collaboration & Insights
- Work closely with the Support and Marketing teams to stay aligned on offers and messaging
- Share real-time insights into customer behavior and feedback
- Participate in team training sessions and knowledge base development
Requirements:
- Bilingual in French and English
- Ability to type quickly and accurately in a live chat environment
- Strong interpersonal and persuasive abilities
- Customer-focused mindset with a calm and friendly tone
- Comfortable multitasking and working in a fast-paced environment
- Familiarity with online casinos or gaming is a bonus, but not required
- Previous experience in customer support or chat-based sales is an asset
Compensation:
- Annual raise based on performance
- Discretionary bonus
- Competitive and flexible benefits after the probationary period
- Coverage for commute
- Endless snacks, coffee, tea, and beverages
- Work with and learn from the very best in the iGaming industry
We are an equal-opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all. NSUS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, NSUS will make accommodations available to applicants with disabilities upon request during the recruitment process.
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