At Ancient Gaming, we lead the way in innovation within the iGaming software industry. As pioneers, we are constantly pushing the boundaries of what's possible, setting new standards with engaging software and transformative experiences. Our products are designed to captivate a high-spending, forward-thinking generation eager to reshape the future of gaming.

Founded in Malta in 2018, Ancient Gaming has rapidly grown into a global entity, with a team of over 100 skilled professionals spanning more than 30 countries. Embracing a remote-first model, we continue to drive advancements in the gaming landscape.

⚡ Your Mission as a Customer Support & Community Specialist:

Your mission is to deliver exceptional service by promptly addressing all customer inquiries through chat and email, including general, payment-related, and verification queries. You will ensure a seamless experience by processing and monitoring deposits and withdrawals across various payment methods, and maintaining a positive and engaging environment within the HypeDrop community on platforms like Discord.

You will be working on:

HypeDrop — a leading gamified shopping platform, where over 500,000 users experience the excitement of real-time mystery box openings, box battles, and customizable deals. Since 2018, HypeDrop has sold over 150 million boxes, revolutionizing the way people shop and win.

You will:

Respond promptly and professionally to customer queries via chat and email, covering general inquiries, payment-related issues, customer verifications, and escalations.
Deliver efficient, friendly, and solutions-oriented support in line with company policies and procedures.
Process and monitor deposits and withdrawals across various payment methods, including cryptocurrencies.
Foster a positive and welcoming atmosphere in the HypeDrop chat and community groups, such as Discord, during your working hours.
Engage actively with the community to nurture relationships, address concerns, and contribute to a vibrant, supportive environment.
Organize and host community-driven events and trivia related to our products.
Gather and relay customer feedback to help enhance platform features and improve the overall user experience.
Meet established productivity and quality benchmarks.
Stay informed about industry trends and developments to ensure you provide the best possible support.
Flexibility to work 8-hour shifts, including weekends, as part of our 24/7 support team. Shift schedules may rotate or change over time.
Maintaining clear and effective communication with both team members and customers.

Job requirements

You will excel in this role if you possess:

Exceptional command of both spoken and written English.
Demonstrated experience in customer support, ideally in a dynamic, fast-paced online setting, managing inquiries via chat and email.
Familiarity with handling payments, deposits, and withdrawals across various methods, including cryptocurrencies.
Outstanding communication skills, both written and verbal, with the ability to deliver prompt, professional, and friendly support in alignment with company standards.
Proven track record of fostering positive community engagement, particularly on platforms like Discord, with strong customer interaction management.
Experience organizing community-driven events, such as product-related activities or trivia games, aimed at boosting customer engagement.
Strong analytical skills to gather, assess, and report customer feedback, contributing to the improvement of platform features and overall user experience.
Ability to stay informed on industry trends and adapt quickly to new developments.
Proven ability to thrive in a remote work environment.

😎 What do we offer to you?

Work-from-Anywhere Policy: As a remote-first organization, you have the opportunity to work from any location globally. Our flexibility policy empowers you to tailor your location and workday to support your personal needs, while still promoting effective collaboration with your colleagues.
Annual Team-Building Event: Each year, we select a destination for our team-building event to collectively celebrate our achievements and strengthen our team bonds.
Home Office Equipment Budget: We provide a dedicated budget to acquire all necessary equipment to set up an efficient and comfortable home office environment.
Learning and Development Budget: We invest in your professional growth by offering a budget for skill development and continuous learning, including full access to Udemy.
Spill Mental Health Service: Our Spill Mental Health Service offers comprehensive counseling support to any employee in need, ensuring your well-being is prioritized.
Company Culture: We are an innovative and fast-moving company where your development will only be limited by your own potential.

This post details our vision for the ideal candidate and highlights the potential for growth within this role. If you’re an 80% fit and excited about the position, we encourage you to apply. Ancient Gaming is an equal opportunity employer. All applicants will be considered regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Customer Support & Community Specialist