Customer Support Agent

About Patrianna

Patrianna is a fast-growing product development company headquartered in Gibraltar, with a globally distributed team delivering cutting-edge solutions in the social gaming space. We're on a mission to create seamless, engaging, and scalable gaming experiences for millions of players around the world.

As we grow, we're building out a world-class operational engine—and we're looking for talented professionals across CRM, fraud & risk, payments, marketing, and player support who thrive in a fast-paced, high-growth environment.

We believe in smart execution, continuous improvement, and cross-functional collaboration. Our operational teams are hands-on, data-driven, and empowered to move quickly making real impact from day one. If you're ambitious, solution-oriented, and passionate about optimizing processes and performance, you'll feel right at home here.

At Patrianna, you won't just join a team—you'll help build it. Ready to be part of something exciting?

The Role

Join our customer support team as the frontline champion who transforms player challenges into success stories while building lasting relationships within our thriving gaming community.

Key Responsibilities

• Player Support Excellence: Handle player inquiries across multiple channels (chat, email, phone) regarding wagering, account management, and game mechanics with precision and genuine care • Complex Issue Resolution: Resolve intricate matters involving transactions, withdrawals, bonus systems, and account verification (KYC) while maintaining our premium service standards • Cross-Team Collaboration: Partner with payments and risk teams to identify potential security concerns and maintain a safe, fair gaming environment for all players • Continuous Improvement: Document player insights and identify emerging trends to support ongoing enhancement of our betting platforms • Performance Excellence: Consistently meet key performance indicators including response times and resolution quality while preserving authentic human connection • Industry Expertise: Stay current with gaming regulations and responsible gambling practices while providing guidance and support to team members

What We're Looking For

Essential Experience: • Proven background in customer support within online gambling, with preference for sports betting environment experience • Demonstrated expertise in handling financial transactions and sensitive account matters

Core Skills: • Outstanding communication abilities with natural empathy, clarity, and professionalism • Strong analytical thinking and problem-solving capabilities • High technical proficiency across gaming platforms and support systems • Exceptional multitasking skills with meticulous attention to detail

Working Style: • Flexibility to work varied shifts including evenings, weekends, and holidays in our 24/7 operation • Calm, resilient approach when managing high-pressure or sensitive situations • Collaborative mindset with enthusiasm for team-based problem solving

Why You'll Thrive Here

Impact & Growth: You'll be part of a high-growth environment where your expertise directly influences player experiences across our global gaming community. Each day presents fresh challenges and opportunities to expand your skills in this dynamic industry.

Collaborative Culture: Work alongside passionate professionals who prioritize collaboration and mutual support, with clear pathways for career advancement into leadership or specialized operational roles.

Meaningful Work: See the direct impact of your contributions on player satisfaction while receiving recognition for your achievements in building our world-class support operation.

Professional Development: Access ongoing learning opportunities in gaming regulations, customer experience best practices, and emerging technologies in the social gaming space.

Remote Work Requirements

This is a fully remote position subject to Patrianna's Remote Work Policy. Key conditions include:

Work must be conducted from a private, secure location (e.g. primary residence). Public or shared spaces such as cafés, co-working spaces, or hotels are not permitted.

Candidates must be able to provide 2–3 fixed IP addresses from their approved working location(s) for access and compliance purposes.

A secure home network and company-approved devices are required. VPN must remain active when accessing Patrianna systems.

All business communication must use Patrianna-approved tools only.

Full policy details will be shared during the onboarding process.

Equal Opportunities Statement

We hire based on skills, drive, and ideas—nothing else. Your background, gender, age, race, ethnicity, disability, sexual orientation, religion, neurodiversity, or educational path will never be a barrier to joining us. We welcome candidates from non-traditional career journeys and value diverse perspectives that challenge conventional thinking. Diversity fuels our innovation, collaboration, and growth, and we're committed to creating an environment where everyone can contribute their best work and thrive.