Senior Priority Customer Support Agent

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

The Senior Priority Customer Support Agent is responsible for delivering high-quality and personalised support to priority customers through live chat and email. The core responsibilities remain aligned with those of a Priority Customer Support Agent, with additional senior-level duties focused on supporting the team, identifying knowledge

gaps, and assisting with escalated customer cases.

Key Responsibilities

• Provide professional, efficient, and high-quality customer support through live chat and email.
• Deliver a personalised service that meets the expectations of priority customers.
• Maintain the required performance standards and achieve the main customer support KPIs, including quality, customer satisfaction, response time, and handling time.
• Follow all internal procedures, regulatory requirements, and brand-specific guidelines.
• Maintain accurate records and internal notes for all customer interactions.
• Work collaboratively with the team and other departments to ensure customer queries are resolved correctly and efficiently.

Senior-Level Responsibilities

• Report directly to the Team Lead and support them with the daily operation of the team.
• Help identify team knowledge gaps, recurring mistakes, and areas where additional training or clarification may be required.
• Act as a strong professional example for the team by consistently demonstrating excellent performance, communication, ownership, and adherence to procedures.
• Take an authoritative support role when agents require guidance or assistance with more complex cases.
• Handle escalated tickets and sensitive customer situations professionally and independently.
• Provide guidance and practical support to team members while ensuring that significant concerns are raised with the Team Lead.
• Support the implementation and communication of new procedures, updates, and operational changes.

Requirements

• Native-level German and advanced business English.
• At least two years of customer support experience in a high-volume iGaming environment.
• Strong understanding of the iGaming industry, including customer journeys, payments, bonuses, verification,

responsible gaming, and account-related processes.

• Proven experience working with Zendesk is essential.
• Consistently strong performance against customer support KPIs.
• Strong communication, problem-solving, and decision-making skills.
• Ability to handle escalated, sensitive, and complex customer cases confidently and professionally.
• Ability to coach, guide, and support team members during daily operations.
• Strong sense of ownership and the ability to identify knowledge gaps, recurring issues, and process improvement opportunities.
• Ability to work closely with the Team Lead and provide clear, constructive feedback regarding team performance and operational challenges.
• Previous experience in a senior, mentoring, or leadership role is considered a strong advantage.

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

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.