Online Customer Service jobs

Coastline Gaming is driven by a passion for players and a commitment to great support. As part of the wider Coastline Gaming family, we benefit from over 40 years of industry experience. Slotbox is an online brand within Coastline Digital, and our customer support team is small, self-managing and focused on solving things in one contact.

This is the role that sits between our players and their problems. Every payment query, every login issue, every missing winning lands with you, and you decide how it gets fixed.

You will spend your day in live chat and email, working through payments, KYC, promotions and account access with players in real time. Most queries close in a few minutes, and your judgement directly affects how a real player experiences us.

KEY RESPONSIBILITIES

Your day-to-day responsibilities will include:

• Live Chat and Email: handling inbound live chat (your main channel), email and some Facebook Messenger, all in Zendesk. You will run up to three chats at once once you are fully up to speed.
• Payments Queries: resolving failed or missing deposits and withdrawals, working through the payments checks yourself.
• KYC Document Checks: verifying ID and proof-of-address documents, supported by our Finance team.
• Promotions and Bonuses: answering "I opted in and didn't get the offer" queries using the documented checks.
• Missing Winnings: investigating missing winnings within the documented limits, and escalating anything above them.
• Account Access: helping players with login and password resets.
• Handovers and Cover: keeping handovers clean and arranging your own cover when you are off.
• Team KPIs: working towards first-contact resolution, an average handle time just under five minutes, and strong QA scores for tone, empathy, macro use and problem solving.

WHO YOU ARE

• You have customer support experience: at 12 months experience with live chat or phone support. The tool you used does not matter.
• You have worked in iGaming or online casino customer service: you know how players think and what they need when something goes wrong.
• You write and speak strong English: all team and client communication is in English.
• You can work our rotation: six days on, four days off, nine-hour shifts across early, afternoon and night, on Irish time.
• You are open to contract work: invoicing monthly. If you do not have a company yet, tell us when you apply.
• You are 18 or over.
• Nice to have: Zendesk or a similar helpdesk tool, KYC, AML or responsible gambling awareness, and payments or fraud experience.
• You take ownership: you look after your work and your cover, and you hand over properly.
• You solve problems: you look one step further before escalating.

You do not need prior AI or Claude experience. We will show you how we use it.

WHAT THIS ISN'T

• A phone or outbound role. You will not make calls or chase players.
• A senior operations role. You will not have Customer Operations access, private reporting or high-impact payment permissions.
• A big-team role with layers of escalation. It is a small team where your individual judgement carries weight.

WHAT WE OFFER

• A rotation our agents love: six days on, four days off.
• Real problem solving with a team that runs itself, rather than macro churn.
• Hands-on upskilling in payments and KYC.
• Modern tools
• A voice in how we work. Our agents are on the front line and know what players need best. We welcome your ideas and improvements, and you will be heard.

THE DETAILS

• Location: Remote (Europe)
  
• Work arrangement: Shift-based, 6 days on, 4 days off, on a 30-day rotation
• Hours: Nine-hour shifts on early (06:00 to 16:00), afternoon (12:00 to 22:00) or night (17:00 to 03:00) Irish time. Coverage runs 06:00 to 03:00.