Senior Customer Service Representative

Senior Customer Service Representative

Location: Costa Rica – Remote

Employment Type: Full-Time

Work Modality: Fully Remote

Industry: Technology / Online Gaming

English: Advanced / Fluent, written and spoken

About the Role

We are looking for a Senior Customer Service Representative to join our growing team and provide high-quality support to customers in a fast-paced online environment.

The ideal candidate has strong customer service experience, excellent written and spoken English, sound judgment and the ability to resolve customer issues efficiently while following established procedures related to customer verification, compliance and security.

This position requires strong attention to detail, problem-solving skills and the ability to work independently while collaborating with internal teams.

Key Responsibilities

Respond to customer inquiries primarily through email, providing accurate, professional and timely assistance.

Handle customer issues and escalations while maintaining a high standard of customer experience.

Perform and support KYC and customer verification processes in accordance with internal requirements.

Review customer information and documentation while identifying potential issues or inconsistencies.

Collaborate with internal teams, including Game Integrity, Compliance and Security, to investigate and resolve customer concerns.

Follow established workflows, procedures and service standards.

Maintain accuracy and attention to detail when handling customer information.

Identify opportunities to improve customer service processes and workflows.

Maintain a professional and customer-focused approach in all interactions.

Requirements

Minimum 3 years of customer service experience.

Advanced or fluent English, both written and spoken.

Strong written communication skills, particularly in English.

Experience working in customer-facing environments.

Strong problem-solving and decision-making abilities.

High attention to detail and accuracy.

Ability to work independently in a remote environment.

Willingness to work weekends and the assigned schedule.

Comfortable working with procedures related to customer verification, compliance or security.

Preferred Qualifications

Experience in online gaming, poker, technology or online services.

Experience handling escalated or complex customer cases.

Previous exposure to KYC or customer verification processes.

Experience using CRM, ticketing or customer support platforms.

Experience working in fast-paced international environments.

Key Competencies

Customer Orientation

Problem Solving

Communication

Attention to Detail

Adaptability

Compliance Orientation

Reliability

Organization

Teamwork

Conflict Management

Schedule

Two positions available:

AM Shift:

9:00 AM – 6:00 PM Costa Rica Time during U.S. Standard Time

10:00 AM – 7:00 PM Costa Rica Time during U.S. Daylight Saving Time

PM Shift:

3:00 PM – 12:00 AM Costa Rica Time during U.S. Standard Time

4:00 PM – 1:00 AM Costa Rica Time during U.S. Daylight Saving Time

The schedule is aligned with U.S. Pacific Time and adjusts by one hour according to the U.S. Daylight Saving Time calendar. This is not a rotating schedule.

Days off will be assigned as either Friday–Saturday or Sunday–Monday.

Benefits

Up to 20 paid days off per calendar year.

Additional paid time off based on tenure.

Additional paid day off for qualifying employee referrals.

Up to USD $250 quarterly grant that may be used for certifications, medical expenses or private insurance.

Company-provided computer and equipment.Benefits

Up to 20 paid days off per calendar year.

Additional paid time off based on tenure.

Additional paid day off for qualifying employee referrals.

Up to USD $250 quarterly grant that may be used for certifications, medical expenses or private insurance.

Company-provided computer and equipment.

Originally posted on Himalayas