Customer Support Agent

ABOUT PATRIANNA Patrianna is a fast-scaling product development company headquartered in Gibraltar, with a dynamic, global team powering our growth. We operate at the intersection of technology and entertainment, building innovative solutions that shape the future of social gaming and deliver outstanding experiences to millions of players worldwide. We're driven by speed, ambition, and bold ideas. At our core, we're product creators and problem-solvers who thrive in a high-performance environment. We're looking for exceptional talent smart, adaptable, and motivated individuals eager to make an impact, scale business functions at pace, and continuously improve. Whether you're a domain expert or an agile thinker who thrives in change, at Patrianna you'll have the freedom to innovate, take ownership, and help us lead the next wave of gaming innovation. Join us and be part of something extraordinary. THE ROLE As a Customer Support Agent at Patrianna, you'll be the frontline of an exceptional player experience resolving issues, engaging high-value customers, and keeping the operation running smoothly across email, live chat, and social media. WHAT YOU WILL BE DOING 1. You'll handle customer enquiries and complaints across email, live chat, and social media owning each query through to resolution with professionalism and care 2. You'll resolve escalated and complex cases promptly, collaborating cross-functionally to find solutions and keeping customers informed every step of the way 3. You'll monitor ticket queues, identify SLA risks, and support the team in prioritising and redistributing workload to keep service levels on track 4. You'll complete key operational tasks including Big Winners, Play Safety, Legal View, End of Shift Reports, and Zendesk Problem Tickets accurately and on time 5. You'll proactively engage high-value players to build loyalty, spot upsell and cross-sell opportunities, and deliver a genuinely personalised support experience 6. You'll contribute to team knowledge by mentoring onboarding agents, sharing process insights, and feeding customer trends back to the CS Manager to drive continuous improvement WHAT WE ARE LOOKING FOR 1. Proven experience in a customer support role, handling high volumes across multiple channels (email, live chat, social media) with strong written communication throughout 2. A track record of resolving complex or escalated customer issues you stay calm, take ownership, and see things through 3. Hands-on experience with support tooling such as Zendesk, and comfort working within structured SLA and KPI frameworks 4. Sharp attention to detail and an organised approach to operational tasks you don't let things fall through the cracks 5. A direct, transparent communicator who works well in a fast-paced, collaborative team environment 6. Experience in social gaming, iGaming, or a similarly regulated, player-focused environment is a strong advantage WHY YOU WILL LOVE IT This isn't a typical support role. At Patrianna, you'll be part of a small, high-performing team where your work genuinely matters to the product, to the players, and to the business. We move fast, we hold each other accountable, and we cut the nonsense: no bureaucracy, no politics, no egos. You'll have a clear progression path with structured onboarding, measurable milestones, and the opportunity to grow into broader operational and team leadership responsibilities. We'll invest in your development and we'll expect you to bring your best in return. If you want to do meaningful work in a company that values passion, performance, and people who love building cool stuff, this is the place. 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 also 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.