IGaming Customer Support (call center)

Rocks Partners is seeking a Customer Support Agent (Call Center) to join our client support team in the Gaming industry. We welcome candidates with or without prior experience — the key attributes are motivation to grow, readiness to work in a dynamic environment, and a strong sense of responsibility. Our system is designed to help you become a versatile professional with opportunities for future growth into a VIP Manager role.

Responsibilities:

• Making outbound calls to clients using approved scripts;
• Handling text-based chat support;
• Adhering to service quality standards and communication protocols;
• Working within a distributed team on a rotating shift schedule (2 days / 2 off / 2 nights / 2 off);
• Coordinating with Security, Fraud Monitoring, Product, and CRM teams as needed;
• Using a ticket system and CRM (on-the-job training provided).

Requirements:

• English language proficiency at B2 or above;
• Russian language proficiency at C2 or above;
• Customer support or iGaming experience is a plus;
• Experience with phone calls in English is a strong advantage;
• Willingness to work a 2/2/2/2 shift schedule (no calls are made during night shifts);
• Strong soft skills: stress resilience, communication skills, and ability to learn;
• Customer support representatives must communicate with clients in a respectful, professional, and courteous manner at all times, without exception.

Terms and Conditions:

• Compensation: $3.50 per hour day shift, $4.75 per hour night shift (average $730 per month);
• Bonus of up to $100 upon successful completion of the probation period;
• Probation period: 3 months;
• 14 paid vacation days per year after the probation period.

Workflow Organization:

• Day shift: from 7:00 AM to 7:00 PM;
• Night shift: from 7:00 PM to 07:00 AM;
• During the day shift, only one operator makes calls while the other handles chats.

Recruitment Process:

• Initial screening with HR;
• Test assignment to assess English proficiency;
• Candidates who successfully complete this stage must review assigned scripts and participate in role-play scenarios;
• Technical interview with the Head of Support;
• Job offer; Start date.

We Offer:

• Fully remote work with a structured schedule and clear performance expectations;
• Ongoing training and coaching to support performance and development;
• Fast-paced environment with support for initiatives and real career growth opportunities;
• Opportunity to propose ideas, with implementation based on team priorities and approval;

To contact us, please use Telegram: @HRD_RocksPartners