Customer Champion – Level 4

Good to know

Goals & Performance Metrics:

CSAT ≥ 90%
Escalation Resolution Efficiency ≥ 95%
VIP Retention Rate ≥ 85%
Case Accuracy in Salesforce ≥ 98%
Coaching Contribution Score (internal KPI)

N+1 Management Style:

Customer Experience Team Leader / Operations Manager

Career Progression Opportunities:

Internal mobility into Team Leader, QA Analyst, or Customer Experience Specialist roles
Involvement in strategic CX projects or training initiatives
Pathway to People Management or Subject Matter Expert positions

Benefits & Culture:

Our core values are:
Vibrant, inclusive, and fulfilling work environment
Focus on employee wellbeing, hybrid working, and wellness programs
Opportunities for growth, leadership training, and certifications
International exposure with global collaboration
We live by these 5 principles:
Own it
Push the boundaries
Win together
Deliver with pace
Be customer obsessed

We also follow the STARS values:

Service
Teamwork
Ambition
Responsibilities
Solution

Candidate Selection Criteria:

Excellent command of English (written and spoken)
Minimum 2+ years in a customer service role, with at least 6–12 months managing escalated cases
Strong diagnostic and resolution skills
Deep understanding of Salesforce (or equivalent CRM system)
Experience handling VIP or sensitive customer profiles
Strong ability to analyse, adapt, and influence positive outcomes


Preferred:
Background in iGaming, sports betting, or tech support
Experience coaching peers or creating best-practice resources
Exposure to fraud/risk case management


Soft skills:
High emotional intelligence and resilience
Proactive ownership and leadership mindset
Exceptional communication and empathy
Problem-solving and decision-making under pressure
Collaborative and supportive team spirit


Hard skills:
Excellent command of written and spoken English
Advanced problem-solving and case analysis skills
Proven ability to manage high-stakes or sensitive customer cases independently
Strong proficiency with Salesforce or equivalent CRM (minimum 1 year+)
Experience in dealing with cross-functional escalations (e.g., payments, fraud, technical issues)
Excellent drafting skills: clear, structured, and adapted to different audiences
Strong customer-centric mindset with an ability to turn complex issues into positive outcomes
Understanding of online gaming and/or sports betting industry is a strong advantage

Work condition:

Rotating shift schedule, including nights and weekends
Morning shift: 10:00–19:00
Mid shift: 13:00–23:00
Night shift: 17:00–02:00
Open-space working environment within a multicultural team
One day of remote work per week (post training)
Hybrid work possible after 3 months’ seniority
On-the-job training: 6 weeks


Salary and Benefits offered:
Competitive base salary

Benefits:
Premium Night shift payment (25% of hourly rate)
Reward Scheme based on KPIs
WFH Allowance
Meal Allowance
Attendance Bonus
Fully paid medical plan if they are taking the basic plan
Pension contribution


Recruitment process:
Pre-qualification of Applications by Careerhub Team
Phone Interview with Rank Interactive
Conducted by the recruiter
Assessment of cultural fit and relevant experience
In-person Interview (1 hour) at Rank Interactive with the Customer Experience Manager and Kritikka
Immersion Day (3 hours) at Rank Interactive
Job Offer with 72 hours
Onboarding

Message from your future manager N+1:

Join a company that’s passionate about people and performance. At Rank Interactive, your talent is nurtured, your voice is heard, and your impact is recognised. Whether you’re solving complex issues or supporting peers to grow, you’ll thrive in an environment where customer obsession meets career progression.