Customer Service Specialist - Philippines (Remote)

Customer Service Specialist - Philippines (Remote)

Department: Customer Success

Employment Type: Full Time

Location: Remote

Description

Rivalry has been pushing the boundaries on what an esports betting and next gen entertainment product can be, and we’ve been doing it well. As our user base grows and we enter new regions globally, the demand to create new and better products is increasing. We're focused on having the best customer experience in the sports betting and gaming space. We aren’t willing to accept being marginally better.

As we continue on our mission, we’re looking for you, Customer Service Specialist, to join the team to help build the best esports brand in the world.

The role

The standard job title for a position like this is Customer Specialist. But at Rivalry, we call this position Customer Hero. Why a hero? Because our support team comes to the rescue for our customers. There are many ways to cheer for your favorite sport, game or team, but Rivalry customers are always going to have the best damn entertainment experience possible. Also, every hero on our team is incredibly unique in their own special way.

At Rivalry, our customers are our family, we’re here to give them the best support possible, period. Our focus has to do with elevating the happiness of our customers, and our environment does not have a call center vibe. We are mad about sports, esports, and building a world class entertainment brand. As a new Customer Hero you’ll be expected to have a great understanding of all things esports and gaming. We’re also no strangers to traditional sports and if you’re a sports fan you get bonus points.

This role will require someone that can assimilate into an existing team and play well with others, but also someone that can take responsibility on their own. The team is constantly growing, growth and opportunity go hand in hand and the chances will be there to seize those opportunities as they become available or as you make them available.

The nitty-gritty:

Above all else, your job will be to make sure that all of our customers are excited to be Rivalry customers.

If you join the Rivalry team, you will:

• Deliver memorable customer support, in any language - Rivalry's user-base is global and multilingual, you will be expected to provide top quality support to all of our global customers. You can always use a translation tool to chat with our customers where needed.
• Create additional value by learning about our customers and recommending new ways they can expand their relationship with Rivalry.
• Play in the same league - As a customer support hero you are expected to understand the needs of our customers and have some underlying knowledge of gaming, esports, and traditional sports.
• Solve problems (with the help of your team) - Customer Support must work with multiple departments and the rest of your team to make sure any customer issues are diagnosed and resolved ASAP.
• Share new and better ways to get things done - with your teammates and with your leaders.
• Work in a regulated environment - Rivalry operates in a highly regulated space. All staff will need to build an understanding of these regulations and keep up to date with changes that affect your workflows. Don’t worry, we’ll help with all of that with top-class training.
• Improvise, adapt, overcome - You will need to be constantly learning, growing and developing skills to make you rock your work. Again, you’ll consistently be given coaching and instruction to make this as easy as possible.
• Be a self-starter, your best self and become part of the team and the culture. We rock, and you will too!

Your stats:

• Fluent in English.
• Fluency in a 2nd or 3rd language is an asset. Preferred languages include Tagalog.
• Ability to keep your cool with customers in a friendly and open manner, even when things get spicy.
• A high level of attention to detail and ability to execute on new processes and procedures as they arise.
• A constant desire to learn and know more. We value curiosity!
• Excellent written and verbal communication skills in English and any other fluent language you have.
• Comfort with ambiguity and the willingness to do what’s right even if it’s outside the box.
• Comfort with modern online communication tools and systems, including slack.
• Fluency in internet culture, including gifs, emojis and memes.
• Availability to work out of hours shifts and weekends.
• Ability to work with a decentralized team, located throughout the world.
• Access to a fast and reliable internet connection.

What we offer:

• A competitive salary and total rewards package including stock options (we believe it's important for our people to own a piece of the company and share in our success).
• A chance to work in one of the most exciting and rapidly growing industries.
• Work with an extremely talented team who share a love for video games and esports on truly innovative projects; we’re not your typical online sports betting site.
• See your performance in real time, be part of a supportive team with a focus on training, coaching and continual improvement, and benefit from yearly salary reviews.
• Work from almost anywhere in the world.
• Flexible hours.
• Wages in CDN, USD, or Euros.
• Paid Vacation and Holidays.
• Benefits plan in Canada, Benefits Stipend outside of Canada.
• Transparent, candid, effective, driven colleagues.
• Career and personal growth prioritized by management.
• Every Rivalry employee gets a monthly “hobby” stipend, which includes one of the following: Video Games, books, fitness or more!