Customer Support Representative (Affiliate Network Program)

We are seeking a highly organized, customer‑focused Customer Support Representative to serve as the primary point of contact for our casino affiliate partners. In this role, you will guide affiliates through onboarding, troubleshoot technical and account issues, ensure compliance, and foster strong relationships to maximize partner satisfaction and program performance.

Key Responsibilities

Affiliate Onboarding & Education

• Guide new affiliates through program mechanics: commission structures, tracking methodologies, and promotional tools.
• Deliver training sessions and share resources (tutorials, FAQs, marketing materials) to help affiliates optimize earnings.
• Assist with account setup, including access to tracking links, analytics dashboards, and other essential tools.
  

Issue Resolution & Technical Support

• Troubleshoot technical issues (e.g., broken tracking links, reporting glitches, analytics errors).
• Address account inquiries: login problems, password resets, profile updates.
• Resolve payment‑related concerns (delays, discrepancies, commission queries) with transparency and accuracy.
• Mediate disputes over commission calculations or affiliate agreement terms.

Communication & Relationship Management

• Provide regular updates on program changes, new promotions, and upcoming features.
• Proactively engage affiliates with best practices, campaign optimizations, and growth strategies.
• Collect and relay affiliate feedback to program management for continuous improvement.

Compliance & Regulatory Support

• Ensure affiliates understand and adhere to relevant laws, regulations, and responsible gaming practices.
• Educate partners on compliant marketing tactics, including approved materials and advertising guidelines.
• Reinforce the inclusion of responsible gambling messaging in all promotional content.

Data & Reporting Assistance

• Help affiliates interpret analytics (traffic, conversion rates, commission reports).
• Offer insights to optimize campaigns based on performance metrics.

Marketing & Promotional Support

• Distribute up‑to‑date promotional materials (banners, creatives, landing pages).
• Communicate special bonuses, limited‑time offers, and exclusive campaigns.
• Inform affiliates of performance‑based incentives and contests.

Retention & Engagement

• Monitor affiliate satisfaction and proactively address concerns to reduce churn.
• Manage loyalty programs, offering higher commissions, bonuses, or perks to top performers.

Dispute Resolution & Escalation

• Escalate unresolved issues to management or technical teams per protocol.
• Act as a mediator in disputes between affiliates and program operators to ensure fair, timely resolutions.

Relationship Building

• Deliver responsive, polite, and proactive support to build trust and loyalty.
• Anticipate potential issues (e.g., payment delays, tracking errors) and address them preemptively.
  

Required Skills & Qualifications

• 1–2 years of experience in customer support, affiliate management, or a related field.
• Strong understanding of affiliate marketing, CPA models, and online casino operations.
• Excellent communication skills (written and verbal), with the ability to explain complex topics clearly.
• Proficiency in CRM tools, analytics platforms, and ticket management systems.
• Knowledge of gambling regulations and responsible gaming principles (preferred).
• Problem‑solving mindset with a focus on de‑escalation and conflict resolution.
• Ability to multitask and prioritize inquiries in a fast‑paced environment.

Preferred Attributes

• Familiarity with tracking software (e.g., HasOffers, Affise) and affiliate dashboards.
• Experience with payment gateways and commission calculations.
• Multilingual abilities (especially for global affiliate networks).
  

What We Offer

• Free access to courses through the iGaming Academy + reimbursement for relevant courses after probation
• Travel for up to 6 weeks per year from any of SiGMA’s offices worldwide (Malta, Cyprus, Serbia, Brazil, Manila, India). T&Cs apply
• Interest free car loan T&Cs apply
• Daily snacks, weekly fruit, a birthday cake, and a vibrant new office environment
• More benefits that will be introduced during the recruitment process