Job Description

We’re looking for positive, service-minded Customer Support Specialists to be the friendly face of our company for users from Chile, Peru, Europe, and Canada. This role is based in our Santiago office, where most of the work happens on site as part of our local team. As the first point of contact for our customers, you’ll provide timely, accurate, and empathetic support, answering questions via chat and email, solving problems, and collaborating with other teams to ensure every customer has a smooth and enjoyable experience - the kind of work that helped Coolbet earn the " Best Customer Service Company of the Year" title at the International Gaming Awards 2026. If you love building great relationships, enjoy taking initiative, and want to learn and grow while making an impact, this is the role for you. Join us and be part of something great!

Core responsibilities

• Helping customers via live chat and email while and providing friendly and accurate support.

• Solving and following up on customer queries while collaborating with other teams to ensure a smooth experience.

• Sharing insights from customer interactions to improve the overall customer journey.

• Following and applying internal routines and quality standards, including responsible gaming, bonus requests, and customer data handling.

• Taking ownership of issues during your shift and finding efficient solutions to minimize impact on customers and the team.

• Translating texts for our website and newsletters as needed.

• Monitoring daily and weekly reports and taking action when necessary.

• Supporting other teams within the Services Department and helping mentor or train new team members.

• Participating in proactive activities, like telemarketing, when required.

• You’ll be working on a rotating schedule with 8–10-hour shifts between 12 PM and 4 AM, including some weekends and national holidays.

Experience and key competencies

• You’re confident communicating in Spanish and English, and you keep your interactions clear, friendly, and professional.

• You’re service-minded and bring a positive, customer-focused attitude.

• Comfortable working with computers and troubleshooting issues efficiently.

• You're detail-oriented and well-organized, and able to take initiative while staying calm under pressure.

• A problem-solver who can multitask effectively and maintain a customer-first mindset.

• Flexible and adaptable, thriving during busy periods and shifting priorities with a smile.

Think of this job ad as more of a friendly guide than a rigid 'must-have' list. We're well aware that no one will tick all the boxes, so feel free to apply even if you're not a perfect match – we love close matches too!

Our benefits, Your happiness

• Take care of yourself with monthly reimbursement for sports or health activities, after the three-month probation period.

• Grow your skills with a training allowance you can spend on courses or workshops you choose, related to customer service.

• Be part of the most legendary events and make amazing connections with colleagues from across the entire company.

• We foster innovation and independence while celebrating success in a multicultural and diverse company, where you'll work alongside people from around the globe.

• .plus, if you're not already a pro, we'll teach you how to play poker!

Recruitment flow

• Phone Screening Interview - In person interview with HR - Interview with Team Lead - Language test - Background check - Offer

• Start date: July 1st, 2026

• Open to candidates based in Santiago, Chile

• Applications are open until we find the one - take the leap and apply now!

• As our working language is English, we kindly request that your resume, cover letter, and communication be provided in English.

We do not discriminate on the basis of race, religion, color, ancestry, national origin, sex, sexual orientation, gender, gender identity or expression,age, disability, medical condition, pregnancy, marital status.

Location

Las Condes, Santiago, Chile

Contract Type

The position includes an initial three-month probationary period. Following a successful performance evaluation, the employment contract may be converted to an indefinite-term contract.

Coolbet is an award-winning gaming company delivering both B2C and B2B platforms across international markets. We offer sportsbook, casino, and poker experiences to players in 8 countries across 3 continents and provide advanced B2B solutions to operators in the US. Part of the Sega Sammy Creation gaming segment, our core team of 500+ experts collaborates across borders to create world-class experiences for both players and operators. With a strong presence at our Tallinn HQ, home to a diverse team representing over 50 nationalities, we bring different perspectives together to shape the future of gaming through continuous product development, a collaborative culture, and a strong commitment to responsible play. Find out more about Coolbet!