Role: Online Customer Support Specialist

Location: Ho Chi Minh City, Vietnam (Relocation required)

About the Role

We are seeking a dedicated and customer-focused Online Customer Support Specialist, fluent in English, to join our growing iGaming team in Ho Chi Minh, Vietnam.

Key Responsibilities

1. VIP Customer Support

Provide one-on-one support to VIP users, ensuring high responsiveness and a premium customer experience.
Manage exclusive VIP requests, including event inquiries, benefits explanations, and issue follow-ups.
Cultivate VIP user relationships to enhance satisfaction and retention rates.

2. Withdrawal Review & Payment Support

Process user withdrawal requests and perform basic verification.
Verify withdrawal information to ensure compliance with platform risk control and regulatory standards.
Collaborate with payment and risk control teams to address abnormal withdrawals or delayed transactions.
Respond to user inquiries regarding deposit and withdrawal procedures.

3. iGaming & Sports Customer Support

Assist users with inquiries related to iGaming and sports betting.
Provide clear explanations of betting rules, odds, settlement results, and events.
Address user feedback concerning betting anomalies, order status, and unresolved bets.
Help users understand platform game rules and event mechanics.

4. Daily Customer Service Tasks

Deliver multilingual customer support via live chat, email, and ticketing systems.
Respond promptly to user inquiries, documenting, following up, and resolving issues.
Collaborate with risk control, product, technical, and payment teams to resolve user concerns.

Requirements

Fluent in English.
Previous experience in online customer service or online support .
Ability to work on a rotating shift schedule (including night shifts, weekends, and public holidays).
Strong ability to perform under pressure, with clear communication skills, a strong sense of responsibility, and a service-oriented mindset.
Willingness to relocate to Vietnam (this is an on-site role; remote work is not available).

Nice to Have

Experience in VIP customer service or high-value user retention.
Understanding of deposit/withdrawal processes or basic risk control logic.

What We Offer

A benefits package including relocation package including flight ticket, visa expenses, shared accommodation, and meals.
Extensive opportunities for professional development and career growth within a fast-paced, expanding company.

Customer Support Specialist (Relocation to Vietnam)