Customer Success Representative

About us:

Excelsior Works is reshaping the future of online gaming through innovation, responsibility, and self-regulation. At ExWo, we are committed to creating a player-first experience that goes beyond traditional gaming. Our focus is on providing a seamless, transparent, and engaging platform where players feel safe and valued.

We believe in building a gaming environment that prioritizes user well-being, self-regulation, and operational excellence. Our unique approach empowers players to enjoy an immersive gaming experience while maintaining control and ensuring fairness.

Excelsior Works isn’t just about gaming; it’s about pioneering a new standard in the industry, where technology and player interests converge. We are just getting started on this journey to offer the best gaming experience, built on trust, innovation, and responsibility.

Тhe Customer Success Representative is essential for fostering strong, lasting relationships with our clients. The goal is to ensure that customers are delighted with our services, address their concerns proactively, and assist them in fully leveraging our platform for their entertainment. This role demands a high level of empathy, excellent communication skills, and a deep understanding of customer needs and expectations.

Key Responsibilities:

• Providing prompt and empathetic responses to customer inquiries through various channels, including email, chat, and phone.
• Conducting customer education sessions, guiding them through the features and functionalities of our platform.
• Actively gathering and analyzing customer feedback, collaborating with product and development teams to enhance user experience.
• Monitoring customer satisfaction metrics and developing strategies to improve them, ensuring high levels of engagement and loyalty.

Requirements:

• Prior experience in customer service, support, or a related client-facing role.
• Exceptional communication and interpersonal skills, with an ability to handle challenging customer interactions with patience and professionalism.
• Quick learner with the ability to understand and explain complex systems and processes.
• A passion for customer satisfaction and a deep understanding of customer-centric service practices.
• Works well under pressure and ability to deliver within deadlines.
• Fluency in French and English & be based within the Montreal, QC area.

What we offer:

• A chance to become a key person in a scale-up environment
• A real opportunity to supercharge your skills & knowledge
• Fun and collaborative team environment