Job Description

Job Description

Diamond Interactive is an innovative social casino platform on a fast growth trajectory. As we scale, we are seeking a Customer Support Representative to establish and lead customer support strategies, build cohesive workflows, and drive our team to deliver world-class customer service.

This role is pivotal in structuring and scaling our customer support processes while ensuring operational excellence, team alignment, and the implementation of best practices. The ideal candidate will be a strategic leader with a deep foundation in customer support and the ability to build processes from the ground up.

Who are we looking for:

• Diamond Interactive is seeking a Customer Support Lead to assist our customers with technical problems and assistance when using our products and services.
• Customer Support Representative responsibilities include resolving customer queries, recommending solutions and guiding product users through features and functionalities.
• Ultimately, you will help establish our reputation as a company that offers excellent customer support at all times.

The role itself:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Identify customer needs and help customers use specific features
• Analyze and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Monitor customer complaints on social media and reach out to provide assistance and resolution
• Share feature requests and effective workarounds with team members
• Inform customers about new features and functionalities
• Follow up with customers to ensure their issues are resolved
• Gather customer feedback and share with our Management and Product teams
• Assist in training other Customer Support Representatives

Experience required:

• Experience as a Customer Support Lead or similar CS role is preferred
• Familiarity with our industry or a desire to learn
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases

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