Who are we?

Home of world Champion Daniel Negreanu, Winner of the best poker software 2021 and Guinness record holder for the largest-ever online prize pool, GGPoker has taken the online poker world by storm. GGPoker launched in 2017, designed from the ground up by an experienced team of poker players who truly love the game.

From our humble beginnings, GGPoker has grown to a group of more than 400 people spanning the globe from our headquarters in Canada to our offices across the globe.

GGPoker holds the largest online poker market share globally, and we are looking to add talented and passionate individuals that will help us maintain being number one.

We are seeking a number of ambitious Customer Relations Service Executives - Russian to join our team in, Toronto Canada.

The successful Russian-speaking candidates will be important members of the Customer Service & Fraud (CSF) team, focused on delivering the highest levels of service possible to Russian-language GGPoker customers.

Reporting directly to the Customer Service Manager, each Customer Service Executive is part of a team that liaises directly with players via email, live chat and social media to resolve their queries, acting as friendly and knowledgeable customer-facing ambassadors for the GGPoker brand. You will also follow standard company procedures to facilitate the processing of customer payments, the prevention of fraud and the verification of documentation.

We believe we’re bringing something exciting and new to the table in terms of online gaming – are you interested in playing an important role in the evolution of the world’s most exciting card game, casino game and sports betting products? Someone with at least one year of customer support experience in the online gaming sector, matched with an ability to knuckle down and get the work done, will fit right in.

What you must be able to do:

- Customer support duties, responding to emails, live chats and directly on Social Media
- Engage with customers in a friendly and professional manner while actively listening to their concerns
- Offer support and solutions to customers in accordance with the company's customer service policies
- Collect and report customer feedback to ensure that best practice is recognized and maintained
- Help build and maintain a comprehensive Customer Support & Fraud knowledgebase
- Stay up-to-date on new products, services, and policies
- Understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices
- Review and assess deposits and withdrawals on a case-by-case basis with a particular focus on the risk and fraud profile (checking verification and due diligence, payments patterns and history, past activity and communication)
- Work closely with our MLRO (Money Laundering Reporting Officer) and raise internal STR (suspicious transactions report) when required
- Ad hoc operational duties that may arise from day-to-day

What you must have:

- Excellent verbal and written communications skills in both Russian and English, Ukrainian is also highly preferred
- Minimum 1 year of experience in a similar role within the online gaming sector
- Knowledge of applicable customer support best practices
- A proven ability to work in a team and a positive attitude
- A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc…)
- The ability to work on a number of different projects simultaneously
- Knowledge of applicable KYC, document verification and AML processes

What we’d like you to have:

- A passion for online gaming, including poker (or at the very least be interested to learn about them) and knowledge of the online gaming industry
- Strong customer service mentality
- Fluency in Ukrainian
- An interest in being part of a friendly and enthusiastic team!

What we offer:

- Competitive salary
- Range of benefits, which include health insurance, subsidized gym membership, subsidized travel cards, pension contribution

Job Type: Full time

Work Arrangements: Hybrid

Job Type: Full-time

Benefits:

• Dental care
• Paid time off

Schedule:

• Weekend availability

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