Bilingual Spanish & English Customer Service Representative – Remote

About the role

We are looking for a bilingual Spanish‑English Customer Service Representative to join our gaming support team. The position is fully remote and focuses on delivering fast, courteous assistance to players worldwide.

Key responsibilities

• Handle user inquiries through our online system, covering product operations, complaints, app features, top‑ups, reports and suggestions.
• Provide professional, patient responses and accurately document each interaction.
• Follow established service workflows to resolve issues from the user’s perspective and enhance satisfaction.
• Create support tickets, identify core problems, and promptly escalate critical issues.
• Track and follow up on tickets to ensure timely resolution.
• Use the product regularly to gain deep knowledge of its features and gameplay.
• Contribute improvement ideas to optimise the user experience.

Required profile

• Prior customer service experience (preferred) with strong communication and organizational skills.
• Passion for the gaming industry and a customer‑centric mindset.
• High sense of responsibility, teamwork spirit and a positive, optimistic attitude.
• Willingness to cooperate actively on team assignments.

Required skills