• Deliver Consistent, High-Quality Service: Address general inquiries with professionalism, and empathy while prioritizing member needs. • Master Multichannel Communication: Engage with members via chat, email, and phone, utilizing various software tools to navigate accounts, and provide effective solutions. • Own Customer Concerns from Start to Resolution: Take full responsibility for resolving complex issues, ensuring a seamless experience. • Own the Member journey: from assisting with sign-up and onboarding, to ensuring active engagement with care, to fostering long-term retention and win-back effort, creating an exceptional experience at every stage. • Proactively engage with members: drive business growth by encouraging members to schedule procedures and appointments, ensuring their pets receive timely and high-quality care. Build relationships and maintain trust by delivering consistent, high quality service. • Ensure Accuracy & Efficiency: Maintain precise medical records and document customer interactions thoroughly and accurately.

Role Description Join our growing team as a Customer Support Agent, where your strong customer service skills and interest in the iGaming sector will be pivotal. In this role, you will ensure our customers' satisfaction by addressing inquiries, resolving issues, troubleshooting, and providing valuable assistance across our Casino, eSports, and Sports products via chat and email. - Customer Support: Deliver prompt and effective assistance to our customers. Queries can vary from informing clients about available deposit methods, guiding customers through current offers, advising on bet settlements, explaining internal rules, and more. - Technical Troubleshooting: Resolve technical issues and guide clients through problem-solving processes, with a focus on customer satisfaction and first-contact resolution. - iGaming Interest/Experience: Leverage your passion for iGaming and eSports, even if you're new to the field, to provide informed and helpful assistance to clients. - Team Collaboration: Work closely with a diverse team in a remote environment to ensure seamless communication and coordination, contributing to a positive team culture. - Independent Problem Solving: Demonstrate the ability to work independently and make informed decisions to address client needs and concerns. Qualifications - Previous customer service experience (iGaming experience is a plus). - Tech-savvy, with a passion for customer service and the ability to quickly adapt to new tools and software. - Experience in cryptocurrency is an advantage. - Strong written and verbal communication skills in English (fluency in Turkish, French, Spanish, or Japanese is an additional plus). - Ability to collaborate effectively with a remote team, fostering a positive and supportive work environment. - Capable of working autonomously and making sound decisions to address customer needs. - Willingness to learn and work varying shifts in a 24/7 support team. Location This is a fully remote position, and candidates can choose their preferred location worldwide to work from. Benefits - 25 days of PTO - Equipment allowance - Flexible remote work

• Serve as the primary strategic contact for top-tier accounts, ensuring alignment with business objectives and contract commitments • Own the quarterly business review (QBR) process, delivering value scorecards, impact reports, and strategic recommendations • Drive proactive engagement with enterprise customers, ensuring a white-glove experience for the most strategic clients • Partner with the Business Unit Leaders to ensure operational success, including monthly check-ins and issue resolution • Monitor customer health metrics and lead renewal and expansion strategies • Partner with Business Unit Leaders to triage escalations and ensure service delivery meets expectations • Collaborate with Technical and Implementation teams to support adoption of new features or service enhancements • Work with Finance and Contracts teams to track ARR growth, renewals, and contract compliance • Identify upsell and cross-sell opportunities within existing accounts • Track and report on key success metrics (NPS, retention rates, upsell revenue)

• Serve as a primary point of contact between customers and the company • Process purchase orders, addressing customer inquiries, and providing timely, accurate information related to orders, billing, and account support via phone and email • Handle & respond to incoming customer calls and email correspondence, providing prompt and professional support • Accurately document all customer interactions for follow-up and internal reference • Enter and manage data within the ERP system (Epicor) and Conexiom • Process customer orders and maintain all required digital and physical documentation • Monitor order status and proactively communicate updates to customers • Maintain organized records of correspondence, quotations, and purchase orders • Communicate customer feedback to appropriate internal teams • Ensure compliance with the company’s Quality Management System and customer requirements • Maintain a clean, safe, and organized work environment • Perform additional duties as assigned