{"id":781916,"url":"https://alion.io/job/rhinoentertainmentgroup-customer-support-agent","title":"Customer Support Agent","company":{"id":691484,"name":"Rhino Entertainment Group","domain":"rhinoentertainmentgroup.com","url":"https://alion.io/company/rhinoentertainmentgroup","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Bitola, North Macedonia"],"countries":["MK"],"hiring_countries":["MK"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-09-10T00:00:00Z","employer_posted_date":"2026-09-10","last_verified_at":"2026-09-27T02:15:22Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"We’re looking forpassionate, people-focused individuals with excellent communication skills to join our friendly, fun, and dynamic team at Rhino Entertainment. You'll bring positive energy to every interaction, assisting customers with a variety of queries.\nAs a Customer Support Agent, you will be reporting directly to the Operations Team Lead. In this role you will playa key role in delivering outstanding service to our customers. You’ll support English-speaking customers via email and live chat, process withdrawals, and ensure a smooth and enjoyable experience throughout their journey with us.\nNo two days are the same in this role, and that’s exactly what makes it so exciting!\nWhat your role would look like:\n\nProvide exceptional customer support English, utilizing various communication channels such as email and live chat.\nCommunicate directly with other teams and providers to solve customer problems in the most efficient way.\nProvide an enhanced customer experience service by swiftly and safely processing customers' withdrawals.\nContribute to team effort by achieving personal KPIs to support departmental SLA’s.\nEscalate matters that require further attention from internal teams, ensuring timely resolutions.\nTake ownership of customer cases that cannot be resolved at the point of contact and see them through to full resolution.\nProcess KYC and documentation, conduct any enhanced due diligence required.\nProvide insight into current customer feedback and help shape our systems, processes, FAQs, and Knowledgebase within Operations and wider Country Management.\nBe responsible for developing and maintaining a good knowledge of the Company’s products, services, and systems.\nComply with all the company’s processes, policies, and regulatory requirements.\nComplete all mandatory compliance training assigned to you.\nAny ad/hoc queries required by the business, such as analyzing customer contact trends, patterns, and providing context around these.\nBe a great role model, demonstrate the Rhino Entertainment values consistently encourage a positive, collaborative, professional, and inclusive culture in Operations.\nAlways put the player first! Maintain a customer-centric approach by consistently prioritizing the player experience.\nRequirements\nFluent in written and spoken English\nPrior experience in customer facing or a similar role within iGaming will be considered an asset\nAnalytical and problem-solving skills\nAcquires high levels of adaptability and flexibility\nDemonstrated ability to work well under pressure and multitask\nStrong organizational and time management abilities\nPassion for delivering an outstanding customer experience\nCollaborative mindset, with the ability to work effectively within teams and across departments\nWillingness to work shifts\nBenefits\nWhat we offer:\nExciting opportunity to play a pivotal part in the growth and development of a rapidly growing industry\nCompetitive salary with health benefits and health insurance\nAttractive bonus packages\nContinuous training and development to enhance your knowledge.\nCareer development and growth\nFlexible work\nSocial events\nHealth allowance\nDiversity of roles, projects, and challenges\nExcellent team-oriented, fun international work environment\n\nJoin us at Rhino Entertainment and unleash your full potential in a vibrant and rewarding career!\n\nOur Story\nRhino Entertainment Group is a fast-growing online gaming operator that was founded in 2020. Winner of the EGR Rising Operator of the Year Award 2023 and iGaming Idol Employer of The Year Award 2023, The company follows a multi-brand strategy, delivering exceptional gaming experiences through a cutting-edge platform.\nOur Culture\nWe are a community of passionate, committed, driven and fun-loving people who are united by a shared mission to deliver world-class entertainment to our players in a vibrant and dynamic environment. Our culture identity is rooted in our curiosity, our sense of community and unwavering drive for success. We cherish each person’s unique qualities and contributions, and we encourage our team members to take ownership, think creatively, find solutions and enjoy the process of achieving our goals!”\nDEIB\nWe are proud to have so many diverse backgrounds, cultures, perspectives, and ideas represented within our Rhino community, which fuels an authentic workplace and a strong sense of belonging. This broad spectrum helps us achieve a supportive working environment where everyone can make the best use of their skills, free from discrimination or harassment. Diversity goes hand in hand with promoting equal opportunities for all current and future employees and at Rhino, we are committed to ensure fairness in our recruitment process.\nHow We Work\nAt Rhino, we strongly believe in supporting flexibility and hybrid working arrangements! By blending time at our vibrant offices with the latest technology to facilitate remote work, our approach fosters a balanced, effective, and collaborative environment that empowers our team to achieve their goals.\nThe role is based in Bitola, North Macedonia.","description_format":"text","description_chars":5090,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":["Flexible schedule","Health insurance","Hybrid work"],"hiring_locations":[{"name":"North Macedonia","iso":"MK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Creative Agencies","Branding"],"lifecycle":[{"event":"open","at":"2026-09-12T00:56:53Z"}],"liveness":{"score":32,"band":"fade","label":"Fading","p_open":1,"p_active":0.577,"p_room":0.55,"age_days":16,"expected_fill_days":16,"reasons":["conf:0","win:tail"],"computed_at":"2026-09-26T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/rhinoentertainmentgroup-customer-support-agent","json_url":"https://alion.io/job/rhinoentertainmentgroup-customer-support-agent.json","meta":{"generated_at":"2026-09-27T02:36:02Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2339,"day_limit":5000,"remaining_today":2661,"minute_limit":60,"resets_at":"2026-09-28T00:00:00Z"}}}