Priority Customer Support Agent (German Speaking)
The MultiplePosted Apr 4, 2026, 1:15 PM UTC
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Multiple Group - Who are we? Welcome to Multiple (https://themultiple.com), your go-to iGaming service provider. We’re here to empower iGaming operators, allowing them to thrive in such a volatile industry. Our years of expertise, cutting-edge technology, and passion for delivering extraordinary player experiences make us the right choice for any company looking to elevate their success. We offer a range of iGaming offerings such as; Gaming Services, Casino Marketing, Sportsbook Marketing and Operations, Creative, Data and B.I, Operations (CS, RPF, KYC), VIP Management, Acquisition, Social Media, Content, Product, Legal and Compliance. The Role As a Priority Customer Service Agent (German Speaking), you will be part of a high-performing team dedicated to supporting our most valued clients. This role requires not only a strong command of customer service fundamentals but also an exceptional ability to deliver premium, proactive, and empathetic support. You will be expected to resolve issues efficiently, collaborate cross-functionally, and go the extra mile to ensure a world-class experience for high-value customers. You will play a pivotal role in representing our brand by maintaining the highest standards of service quality, professionalism, and client satisfaction across all communication channels. Key Responsibilities: Deliver an exceptional level of service via email and live chat tailored specifically for VIP and high-value customers. Ensure customer queries are responded to promptly, courteously, and thoroughly, adhering to agreed SLAs with a high attention to detail. Maintain strong and efficient communication with relevant departments, escalating critical issues appropriately and following them through until resolved. Build professional relationships with customers, fostering trust and long-term loyalty. Track and follow up on customer issues, ensuring timely and complete resolutions, especially for sensitive or high-priority cases. Act as a key player in identifying service gaps and proposing tailored solutions to improve the premium customer experience. Proactively monitor and report on trends in VIP interactions to suggest improvements in service processes or policies. Support internal teams such as the Fraud and AML departments when required, handling sensitive data with the utmost discretion. Champion the voice of the customer by sharing recurring feedback and insights with Product, Marketing, and Technical teams to enhance the overall player experience. Assist with onboarding and training new team members, contributing to knowledge-sharing initiatives and mentoring junior staff. Uphold and represent the values of the company with integrity, acting as a role model for excellence in customer service. Requirements: Native or C2-level German language proficiency and fluency in English. 1+ year of experience in Customer Service within the iGaming industry. Demonstrated experience managing communications with VIP/high-value clientele. Excellent interpersonal and communication skills; emotionally intelligent and resilient under pressure. Tech-savvy and adaptable to new tools and platforms; prior experience with Zendesk or similar systems is advantageous. Strong problem-solving abilities with a customer-first mindset and a proactive approach to conflict resolution. Ability to work independently and collaboratively in a fast-paced, 24/7 environment. Willingness to work shifts, including evenings and weekends, to ensure round-the-clock premium support. What we Offer: Attractive remuneration package Wellness benefit (after probation) Optician/Spectacle and Blue Lens Benefit (after probation) Health Insurance Breakfast/lunch all week Monthly snacks allowance Training support Modern office facilities Dog-friendly workplace Exciting Company Events Monthly Beer Fridays Eur1,000 Refer a friend bonus Relocation package (if required) One day birthday holiday You should not apply if... You want a normal 9-5 job. This role is not easy & requires an all-in mentality. We`re looking for team members who will put in the work that others won`t. You cannot take constructive feedback. You can`t handle stress and pressure. You have the mindset of "Quick Money", this is a marathon, not a sprint. You do not embody our core values. Location Ta Xbiex, Ta Xbiex (Hybrid) Department Customer Service Employment Type Full-Time Minimum Experience Experienced