about the role

in online casino and sports betting, every interaction carries real money and real emotion, a delayed withdrawal, a confusing bonus, a question about a bet that just landed. As a customer service representative, you're often the first, and most memorable, voice a player hears when something isn't going right. This isn't about reading from a script, it's about understanding what the player actually needs, solving problems in real time, and making sure every player feels confident and taken care of, so their trust in the platform stays strong through exceptional service.

we're looking for dedicated, empathetic, and enthusiastic professionals with strong communication skills and a genuine passion for helping people, especially in moments that matter to them.

what you'll do

- be the first point of contact for players across email and live chat, responding promptly and resolving questions about deposits, withdrawals, bonuses, and gameplay
- provide accurate, real-time guidance on our products, promotions, and account issues
- troubleshoot and resolve problems on the spot, aiming to leave every player in a better place than before they reached out
- document every interaction carefully to build a clear, accurate record in our systems




- collaborate with the team to spot patterns and help improve the overall player experience
- follow company procedures and compliance requirements while still making every interaction feel personal, not scripted

what you bring

- experience providing customer support, ideally in a fast-paced environment (preferred, not required)
- a genuine client-first mindset, real empathy, and excellent verbal and written communication skills
- strong professional english, spoken and written, interviews and daily work for this role are conducted in english
- comfortable working with computer systems and accurate data entry

why join us

- play a direct role in shaping how people experience real-money gaming and sports betting, every conversation you have can turn a frustrated player into a loyal one
- be part of a team that treats customer experience as a real priority, not an afterthought
- grow your career with a fast-growing entertainment and technology company.

location: monterrey, mx (onsite)

schedule: 40 hours per week, 5 working days and 2 days off on a rotating basis, on one of these shifts:

- day shift
- evening shift
- night shift

📌 Customer support representative (Monterrey)
🏢 NextGen Ventures
📍 Monterrey