September 30, 2024
If you’re thinking about your next career step in iGaming, especially in Operations and Customer Services, you’re looking at a sector full of potential. As recruiters with experience in this area, we've seen firsthand how Customer Services roles can open the door to exciting and highly rewarding career paths.
Opportunities in iGaming Customer Services
With the growth of iGaming comes demand for skilled professionals to manage the myriad of activities that keep the platforms running smoothly. Whether you're overseeing customer interactions as a Customer Services Team Leader or ensuring everything ticks along seamlessly behind the scenes as an Operations Manager, the scope of roles in this sector is vast and varied.
For those with iGaming experience, your skills are in high demand. There's a real shortage of experienced Customer Services professionals in the market, which means your expertise is incredibly valuable. But even if you're new to iGaming, these roles offer a fantastic entry point into the industry. The work can be demanding, especially when you’re in a customer-facing position. You might find yourself providing immediate assistance to players, enforcing platform rules and regulations, ensuring a safe and enjoyable environment, and quickly identifying and addressing potential issues.
Despite these pressures, it can be rewarding work. Many companies offer competitive salary packages, including bonuses and benefits. Plus, there's ample opportunity for career progression. With the right employer, what starts as an entry-level role can quickly evolve into a leadership position with greater responsibilities and rewards. Or there may be opportunities to move into other areas of the iGaming sector.
The Value of Human Skills in an AI World
While some roles within Customer Services have shifted towards automation and AI, the need for human skills remains critical. Employers are looking for individuals who bring not only strong communication and interpersonal skills but also the ability to work well under pressure and make quick, sound decisions.
In these roles, you’ll need to be comfortable with the responsibility that comes with enforcing company policies and procedures. There's a particular emphasis on responsible gaming, which is critical to maintaining the integrity and safety of the gaming environment. Don't worry if you're not already familiar with regulations—most employers provide comprehensive training. What they are really looking for is attention to detail, a strong sense of responsibility, and adaptability, as regulations are always evolving.
A Global Market with Local Opportunities
The iGaming industry is a global one, with many Customer Services positions based in key iGaming hubs like Malta and Las Vegas. These roles are typically onsite, reflecting the importance of being close to the action in this fast-paced environment. For some candidates, this might mean the exciting prospect of relocation—and many employers offer a relocation package to make the move easier.
Language skills are a particularly hot commodity in this global market. There’s a high demand for candidates who are native speakers of key languages in combination with fluent English. This is especially true in the Latin American market, where both European and North American operators are keen to hire native LATAM speakers. Customers want to speak to someone in their own language, which is why Brazilian Portuguese is in higher demand than European Portuguese. These specialisms are vital for ensuring clear communication and a seamless player experience, which is why employers place such a premium on these skills.
Ready to Explore Your Next Career Move?
If you're excited by the opportunities in iGaming Customer Services and are ready to take the next step in your career, now is the perfect time to explore the roles available. For those interested in learning more about these roles or would like guidance on how to make your move, please reach out. Let’s have a conversation about how you can leverage your skills and experience to secure your next role: info@pentasia.com