Multiple Group - Who are we?
Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance.
The Role
As a Customer Support Agent – Night Shift, you will be the face of the brands you support, handling player queries via email and live chat during overnight operational hours. You will play a key role in ensuring uninterrupted service, maintaining high customer satisfaction, and supporting a seamless player experience across our platforms. This role requires prior iGaming customer-facing experience and the ability to work independently during night hours. Important: Onboarding and the first 4- 8 weeks of employment will take place on the day shift (09:00–18:00) for
training purposes.
Key Responsibilities:
- Deliver an exceptional level of customer support via live chat and email during night shifts.
- Act as a liaison between customers and internal departments by escalating issues promptly
and effectively.
- Monitor and address customer feedback to support continuous product and service improvements.
- Maintain high customer satisfaction by resolving issues in line with
company guidelines and procedures.
- Collaborate with Fraud and Compliance teams when required.
- Ensure accurate documentation and smooth handovers for day-shift teams.
- Foster a positive, proactive, and professional relationship with customers and colleagues.
- Promote the values, vision, and products of The Multiple.
Requirements:
- Previous customer support experience in the iGaming industry (mandatory).
- Excellent command of English, both written and spoken.
- Strong customer-focused mindset with a genuine passion for delivering outstanding service.
- Excellent communication, problem-solving, and decision making skills.
- Ability to work independently, manage priorities effectively, and remain composed in a fast-paced environment.
- Positive attitude with a collaborative, team-oriented approach.
- Self-motivated, proactive, and eager to learn and develop.
- Strong sense of responsibility,professionalism, and attention to detail.
Nice to have:
- Proficiency in one or more additional languages.
- Experience using customer support platforms such as Zendesk or similar ticketing systems.
- Experience working within a multi-brand and/or multilingual environment.
- Knowledge of responsible gaming, fraud prevention, and compliance processes within the iGaming industry.
What we Offer:
- Attractive remuneration package
- Health Insurance
- Wellness benefit (after probation)
- Optician/Spectacle and Blue Lens Benefit (after probation)
- Breakfast/lunch all week
- Monthly snacks allowance
- Training support
- Modern office facilities
- Dog friendly workplace
- Exciting Company Events
- Monthly beer Fridays
- Eur1,000 refer a friend bonus
- One day birthday holiday
- Wolt allowance of Eur180
You should not apply if...
- You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t.
- You cannot take constructive feedback.
- You can`t handle stress and pressure.
- You have the mindset of "Quick Money", this is a marathon, not a sprint.
- You do not embody our core values.