Customer Support Agent

Description

Summary: ShareSource is seeking friendly and reliable Customer Support Agents to provide professional support to players via live chat and email, helping with account access, game rules, and transaction queries. Highlights: 1. Provide friendly, professional support via live chat and email/ticketing 2. Empowered to work independently with supportive team culture 3. Opportunities for training, coaching, and international growth * Colombia, Huila, Colombia * Full\-Time * Remote ##### **Job Description:** **About Sharesource:** We are a BCorp company whose purpose is to democratise opportunities for individuals from developing countries. With our brand and culture empowering our partners to attract and keep the most qualified members, we share the knowledge to unleash potential and grow scaling teams for Australian and Canadian businesses. https://www.sharesource.com.au/ **What are we looking for?** We're looking for friendly, reliable **Customer Support Agents** to help players have a smooth, trustworthy experience from sign\-up through to payout. **What are you expected to do?** * Provide friendly, professional support via live chat and email/ticketing. * Help players with account access, KYC verification status, deposits, and withdrawals. * Explain tournament rules across all game modes and how prize pools and payouts work, including dead\-heat splits. * Answer basic wallet and transaction questions (crypto and fiat). * Support players using passwordless login (Google, X, Telegram). * Log conversations accurately and escalate complex cases (KYC disputes, AML holds, payment issues) to the right team. * Stay current on platform changes, tournament formats, and promotions across supported locales. * Be mindful of jurisdictional restrictions and responsible gambling tools (deposit and loss limits) when assisting players. **You'll be a great fit if:** * You have previous customer support experience, ideally in online gaming, esports, or crypto/fintech. * You have a basic understanding of cryptocurrency wallets and KYC/AML concepts. * You communicate in clear, professional written English (additional languages a plus; we support 11 locales). * You are patient, helpful, and a strong problem\-solver under pressure. * You have experience with chat/ticketing tools (Zendesk, Intercom, or similar). * You are comfortable working async across global time zones. **What you gain beyond the role:** * **Remote \+ Hybrid Flexibility:** Enjoy the best of both worlds—collaborative office days when it counts, balanced with the freedom to work from home. * **Achieve Work\-Life Balance and Flexibility:** Work in an environment where you're trusted and empowered to work independently, while still having the support you need to deliver your best. Here, flexibility isn't just a perk—it's how we help you perform at your best, without sacrificing life outside of work. * **Open Culture:** Your voice matters, we encourage proactive communication and fresh ideas. * **Supportive Team:** From your very first day to every career milestone, we've got your back—with long\-term growth and projects you can truly thrive in. * **Learn and Grow:** Training, coaching, and international opportunities to level up your skills and career * **Be part of a B\-Corp company** that puts people and planet first while creating meaningful impact. ***Please note:*** *This role is remote; however, we require candidates to be based locally in Colombia. This is to support occasional onsite activities such as team events, client meetings, or equipment handover. Additionally, local residency is necessary for compliance with Colombia labor laws and employment regulations.* \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **Why work for Sharesource?** Our clients come from all walks of life and so do we. We hire hundreds of skillful individuals from a wide variety of backgrounds, genders, ages, and personalities to live out our diverse culture and make a positive impact on the world! **Our 5 Values:** * **Make a social impact:** We balance our work for client teams and for society by constantly making a positive impact. * **Be proactive:** We encourage brave thinking and continuous improvement, and drive change through action. * **Create value:** We create measurable values for our stakeholders: our teams, partners, suppliers, investors, and communities. * **Be fair, open and honest:** We foster equality and inclusivity in a supportive environment that embraces diversity and celebrates achievements. * **Add fun, passion and love:** We prioritise fun and passion, fostering higher engagement and a positive can\-do attitude. \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ **What to Expect in the Process?** * You'll go through 3–4 interviews plus a possible assessment with our client partner. This includes an initial chat, a culture\-fit interview, and 1–2 conversations with our awesome client. The whole process usually takes 1–2 weeks, but we'll let you know if things need to move quicker. * Our best advice? **Be yourself and enjoy the conversations.** We'll keep you updated every step of the way, and you're always welcome to reach out for updates anytime. If all goes well, we'll complete * ence checks and requirements quickly—so we can get that job offer to you without delay. *At Sharesource, we believe in the value of diversity and inclusion. We are committed to creating a diverse, respectful, and inclusive workplace, and we do not discriminate based on factors such as race, gender, religion, sexual orientation, or disability.*