Customer Success Specialist for Monkey Tilt | Remote SA

About US

Monkey Tilt is a modern driving force, set to change the digital and iGaming space, homing everything from traditional sports betting and casino games to poker to crypto perpetuals to prediction markets to collectibles and more. And wrapped around this platform is a lifestyle brand that embraces the fact that life is a gamble, and that is awesome.

The company is financed by top-tier institutional investors, closing $21 million last year and preparing to announce a much larger series A financing closing soon. We are led by a CEO and leadership team brimming with youth, energy, and extensive years of experience in online gaming, crypto trading, culture and design. Tyga, the iconic hip hop artist and fashion icon, recently joined the company as its Creative Director and the team is routinely welcoming entertainment giants and cultural icons to its roster.

Unlike other competitors that focus on a sportsbook, casino, poker or a hybrid of those 3, MonkeyTilt aspires to bring together many more verticals in gambling and speculation all unified by a single, multi-currency wallet and a best-in-class rewards system. Moreover, many brands and concepts will spin off of MonkeyTilt but continue to be a part of our interconnected ecosystem, including our soon-to-launch fashion label, Tilt Club Collection; our podcast, the Fully Tilted Pod; and other yet to be released media assets.

Online casinos have not evolved over the last 25 years. And to think that in the next 25 years, they will live in isolation as they do now is foolhardy. Speculation is a lifestyle that can be exercised through many outlets, and we plan to be the central point of distribution for as many of those as you can imagine. And we want to deliver that in a fresh and unique way.

We are excited to work together to build the platform of the future. Welcome to the team.

Role Overview:

The Customer Success team is a crucial part of our Operations unit. As a Customer Success Agent, you will be responsible for fostering and maintaining strong relationships with our customers, ensuring their satisfaction, enhancing their journey with us, and driving customer retention. You will also support internal teams and stakeholders to deliver an exceptional customer experience.

Key Responsibilities: 

• Deliver outstanding customer support across multiple channels, including email, live chat, social media, and phone.
• Provide assistance with a range of services, from game support and payment processing to KYC (Know Your Customer) and fraud checks, as well as player and game data analysis.
• Cultivate positive relationships with players by understanding their needs, challenges, and preferences.
• Efficiently resolve player inquiries and issues using internal tools and software.
• Proactively identify, anticipate, and address player concerns in collaboration with relevant internal stakeholders.
• Contribute to the design and implementation of customer success strategies and user journeys.
• Monitor and analyze customer data to identify trends and growth opportunities.
• Collaborate with stakeholders to continually enhance the player experience.
• Take ownership of customer feedback, making informed recommendations for improvement.

Required Skills:

• Proven experience in customer success or customer support; experience in the iGaming industry is a significant advantage.
• Excellent communication skills with a strong operational mindset.
• Demonstrated problem-solving abilities and sound decision-making skills.
• Proficiency in customer support software and online tools.
• Fluency in English is essential, as it is the company’s primary language. Proficiency in Spanish and/or Portuguese is highly desirable.
• Ability to thrive in a fast-paced, dynamic environment.

What We Offer:

• The opportunity to make an immediate impact in a rapidly growing global gaming enterprise.
• A company culture that values loyalty, adaptability, decision-making, and accountability.
• Competitive compensation and benefits, commensurate with your experience and skills.
• A clear career progression path within the Customer Success Operations division.
• A guaranteed one-month bonus after 12 months of service, in addition to performance-based bonuses.
• A top-tier work environment with state-of-the-art equipment and office facilities.
• The chance to collaborate with industry leaders and top talent.

Ideal Candidates:

• Proactive and driven individuals who are motivated by performance and results.
• Professionals who excel in fast-paced, constantly evolving environments.
• Individuals who accept constructive criticism and learn from it.
• Candidates with a background or strong interest in the gaming industry.
• Those who are willing to put in the effort for significant rewards.