Customer Relations Executive

Location: Toronto, ON (onsite)Salary: $48,000 - $52,000 Bonus: Maximum 50% per annumVacancies: 1
Company:Join our creative and innovative team as we connect and entertain players all around the world, creating exciting experiences and lasting connections, on the world’s largest online poker network and biggest poker events!
Home of World Champion Daniel Negreanu, Winner of the Best Poker Software, and Guinness World Records holder of the largest ever online poker prize pool, GGPoker has taken the poker world by storm.
Headquartered in Toronto with offices in 9 major cities and 700 top international talents, NSUS is an industry-leading global company dedicated to shaping the future of gaming. GGPoker holds the largest online poker market share globally, and we are looking for dynamic, innovative, and passionate team members to be part of the World’s #1.
Join us and be part of the very best in the iGaming space!
Position:We are seeking an ambitious, driven, and tech-savvy Customer Relations Executive to join our team in Toronto, Canada.
You will be responsible for liaising directly with players via email, live chat and on Social Media platforms to resolve their queries. You will also follow the processing of customer payments, the prevention of fraud and verification of documentation.
You will work with the Customer Service & Fraud Team and report to the Customer Relations Manager.
Duties and Responsibilities:

• Perform customer support duties, responding to emails, live chats and directly on Social Media.
• Help build and maintain a comprehensive Customer Support & Fraud knowledgebase
• Understand and follow various operational and regulatory processes, such as Know Your Customer (KYC), GDPR and account security best practices
• Review and assess deposits and withdrawals on a case-by-case basis with a particular focus on the risk and fraud profile (checking verification and due diligence, payments patterns and history, past activity and communication)
• Work closely with our MLRO (Money Laundering Reporting Officer) and raise internal STR (suspicious transactions report) when required
• Other duties as required

Requirements:

• Minimum 1-year experience in a similar role (ideally in the Online Poker industry)
• Knowledge of applicable customer support best practices
• Knowledge of applicable KYC, document verification and AML processes
• A high level of proficiency in modern productivity platforms (Microsoft Office, Google Suite, etc…)
• Excellent verbal and written communication skills in English language
• Proven problem solving skills
• Excellent organization and time management skills
• Strong communication and interpersonal skills
• Positive attitude and willingness to learn
• Entrepreneurial spirit and resourceful
• Eager to learn, achieve, grow, and succeed
• Strong customer service mentality
• A passion for online gaming, including poker and sports betting (or at the very least be interested to learn about them) and knowledge of the online gaming industry
• Possess a clear understanding of poker and an ability to review activity for potential fraud (i.e. collusion, soft play and chip dumping)
• Knowledge of current industry regulations and best practices

Profile Differentiators:

• Experience in online poker or the wider iGaming industry.
• Experience implementing AI-powered customer support solutions.
• Knowledge of Responsible Gaming, KYC, AML, or regulatory compliance requirements.

Total Rewards:

• Annual salary and level review
• Max 50% bonus per annum
• Flexible and comprehensive benefits
• Commute coverage
• Endless snacks and beverages

We are an equal-opportunity employer and we are committed to building a diverse, inclusive, and welcoming workplace for all. NSUS is committed to providing a barrier-free work environment in concert with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, NSUS will make accommodations available to applicants with disabilities upon request during the recruitment process.
We use AI tools to help review applications. All results are reviewed by a human, and all hiring decisions are made by a person. Your information is used only to assess your qualifications and is handled in accordance with Ontario's privacy and human rights laws.
To request an accommodation or ask about our process, contact us at [email protected].