Account Service Representatives

3 weeks ago


Toronto, Ontario, Canada Hard Rock Digital Full time
About Us Hard Rock Games is a leader in offering world-class social and mobile gaming experiences. We're seeking a dynamic Senior Customer Service Representative to join our team. If you're passionate about providing exceptional customer service, mentoring others, and contributing to a fast-paced gaming environment, this is the opportunity for you.

Rooted in the kindred spirits of Hard Rock and the Seminole Tribe of Florida, the new Hard Rock Games taps a brand known the world over as the leader in gaming, entertainment, and hospitality. We're taking that foundation of success and bringing it to the digital space — ready to join us?

As a Senior Customer Service Representative, you will handle escalated issues, mentor junior representatives, and serve as the backup to the Customer Service Lead. In collaboration with others, you'll identify and resolve individual and systemic customer issues while striving to deliver top-tier service.

Mentor and support team members to enhance performance and professional growth.
Lead the customer service team during the absence of the Customer Service Lead, including reporting and providing feedback to management.
Communicate with customers via in-app chat, email, and social media while managing multiple interactions simultaneously.
Moderate and engage with game communities, responding to user questions and feedback.
Track, prioritize, and report recurring or urgent issues for the production team.
Maintain and improve online self-help resources to ensure accuracy and usability.
Support marketing and community-building events and projects.

Previous experience leading a team of customer service representatives, ideally in social casino, mobile games, or casino environments.
Strong verbal and written communication skills in English (fluency in other languages is a plus).
Proven ability to deliver excellent, personalized customer support.
Experience or education in communications, marketing, or community engagement is an advantage.
Familiarity with troubleshooting mobile apps and online engagement platforms.
Comfortable working flexible hours, including evenings, and adapting to evolving responsibilities.
Ability to work effectively in a hybrid or remote environment.
Work From Home Requirements:
Private, quiet workspace.
Interest in the gaming industry, particularly mobile games.
Medical, dental, and vision coverage options.
Start-up culture backed by a globally recognized brand.
Opportunity to deliver a best-in-class customer experience.

Our Commitment to Diversity and Inclusion
At Hard Rock Games, we value every interaction with our customers and empower our team to own and enhance these experiences.

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