Customer Service Representative

Job description

Do you have a passion for gaming and esports? Do you thrive in a fast-paced customer service environment? If so, read on!

We are all about good, no-nonsense customer service. Customer service done right. This is not your typical customer support role where you sit in a box and give out templated responses. Here you’re given the autonomy to really help and curate the experiences that keep our customers coming back. 99% of the role is non-voice and over live chat and email channels. 

This is a full time position—5 working days/40 hours a week in shifts (including occasional weekend shifts).

Duties and responsibilities:

  • Responds to customer support requests via chat

  • Responds to tickets/emails from customers

  • Responds to incoming calls from customers

  • Provides support via social media channels

  • Follows up on existing customer requests, aiming to resolve them quickly and efficiently

  • Provides proactive outgoing support to players attempting or failing payments

  • Aids CRM with promotional activities, issuing bonuses to players

  • Supports CRM and Marketing with loyalty and VIP related activities

  • Performs video verifications of customers as required by the Fraud and/or Sportsbook team

  • Reports on player feedback to the respective internal parties in order to promote and improve the customer experience

  • Provides player-related support to internal stakeholders as and when required

Job requirements

What you need:


  • None required, entry level position

  • Some experience with customer service appreciated

  • Some experience with casino / sportsbook support beneficial

  • Experience with Zendesk or other ticketing systems beneficial


  • Native or very fluent in Brazilian Portuguese or Spanish (C2)

  • Fluent in English (at least B2, preferred C1)

  • Good soft skills and strong customer orientation

  • Ability to research and find solutions to problems independently

  • Ability to manage multiple tasks and priorities at the same time

  • Uses MS Office / GSuite freely

  • Flexible in terms of working hours

Where will you work?

You can work remotely or from our offices in Plovdiv, Bulgaria and Douglas, Isle of Man.

What you get from us

We pride ourselves on our enjoyable working culture, combining the freedom to do things differently with the determination and structure to drive Luckbox towards our vision of becoming the world’s number one esports betting destination.

About us

Luckbox is an award-winning betting platform built for a new generation of players. We offer real-money wagering on esports, sports and - soon - casino games. We’re passionate about esports and gaming and have built our platform from the ground up to meet the demands of people who enjoy the same things. Luckbox has offices in Bulgaria, Isle of Man and Calgary and is publicly listed on the TSX Venture exchange in Toronto.

Luckbox is an inclusive workplace where creativity, authenticity and diversity thrive. We strive to create a working environment free of discrimination and harassment.