Senior Customer Service Representative

2 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?

About the Role

As a Senior Customer Service Representative, you will handle escalated issues, mentor junior representatives, and serve as the backup to the Customer Service Lead. You'll be responsible for guiding the team, providing feedback, and ensuring seamless operations in the Lead's absence. In collaboration with others, you'll identify and resolve individual and systemic customer issues while striving to deliver top-tier service.

Key Responsibilities

  • Handle escalated customer issues and ensure timely resolutions.
  • 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.

Qualifications

  • 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:
  • Minimum 25 MBPS internet connection.
  • Private, quiet workspace.
  • Self-motivated and capable of working independently.
  • Interest in the gaming industry, particularly mobile games.
  • A proactive approach to process improvement and personal development.

What's in It for You?

  • Competitive compensation.
  • Medical, dental, and vision coverage options.
  • Employee discounts.
  • Career advancement opportunities.
  • 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. We foster an inclusive workplace where authenticity is celebrated, and diverse talents are recognized. Join us as we create an environment where everyone can thrive and contribute fully.

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