Customer Support Agent

ABOUT US Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us. Learn more about our story at: https://rubylabs.com/about-us/ ABOUT THE ROLE As a Customer Support Agent, you will handle the help desk's most frequent questions and ensure exceptional customer satisfaction. You will be crucial in meeting our departmental Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). KEY RESPONSIBILITIES - Address and resolve the most common queries efficiently and effectively. - Work towards achieving and exceeding the set Key Performance Indicators and Service Level Agreements to ensure timely and quality customer support. - Strive to reduce incoming volume by focusing on first-contact resolution, providing comprehensive solutions, and proactively advising customers on best practices. - Identify and escalate issues beyond your scope to the appropriate teams or individuals. - Gather valuable customer feedback to improve our products and services continuously. - Assist in handling billing queries quickly and efficiently. - Process refunds. - Review and process player redemption requests in accordance with company policies and sweepstakes regulations. - Verify player identities and documentation as part of KYC (Know Your Customer) procedures. - Ensure all payouts are processed accurately and within defined service level timelines. - Coordinate with payment providers and internal teams to resolve payout issues or transaction failures. QUALIFICATIONS - A friendly demeanor with a passion for providing exceptional customer support. - Excellent communication and interpersonal skills. - Strong problem-solving abilities with a friendly touch. - Familiarity with CRM systems and support tools. - Ability to adapt and learn quickly in a fast-paced, friendly environment. NICE TO HAVE - Experience working in sweepstakes casinos, online gaming, fintech, or payment processing companies. - Familiarity with payment methods such as ACH, digital wallets, prepaid cards, and gift card payouts. - Experience using fraud monitoring or risk management tools. - Understanding of sweepstakes compliance frameworks in the U.S. market. - Experience supporting payment provider integrations or payout automation systems. LOCATION For this role, the working schedule will follow the LATAM time zone, Monday through Friday. BENEFITS Discover the perks of being part of our vibrant team! We offer: - Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance. - Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days. - Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge. - Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them. - Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere. Read more about it here: https://docs.google.com/document/d/1tzxGX4Uu7Ts_HCLFXESKLnKaaBfVCPf1f9AYZPrkjJM/preview?tab=t.0 Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth! INTERVIEW PROCESS After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps: - Recruiter Screening (40 minutes) - First interview (30 minutes) - Second Interview (30 minutes) - Final Interview (30 minutes) LIFE AT RUBY LABS At Ruby Labs, we move fast, aim high, and expect the same from our team. We’re not here to play small—we’re here to build, grow, and win. That means we look for people who are ambitious, driven, and ready to give their best every single day. This is a place for individuals who thrive under pressure, embrace challenges, and see opportunity in every obstacle. If you’re hungry to achieve, motivated by impact, and want to grow at the speed of your own ambition, Ruby Labs offers the platform to make it happen. Here, effort is matched with reward. We recognize those who go all in and deliver results, and we create space for people who want more—more responsibility, more growth, and more success. #LI-Remote