Player Experience Specialist

Arb Interactive LLC

Job Overview

Location

United States

Job Type

Full-time

Full Job Description

📋 Description

• Provide enthusiastic, personalized support to players of Modo Casino, ensuring a seamless and enjoyable gaming experience through proactive issue resolution.
• Communicate effectively with players via chat, email, and phone to address inquiries, resolve technical and account-related issues, and deliver timely solutions.
• Develop and maintain deep expertise in ARB Interactive’s platform technology, policies, and best practices to accurately assist players and uphold service standards.
• Troubleshoot and resolve player issues efficiently, ensuring comprehensive and lasting resolutions while minimizing recurrence through root-cause analysis.
• Multi-task across multiple support tools and platforms while maintaining high levels of engagement and responsiveness with players.
• Actively contribute to Voice of the Customer processes by identifying patterns in player feedback and recommending operational or product improvements.
• Uphold a positive, collaborative team culture by maintaining an upbeat, open, and professional attitude in all player and team interactions.
• Adapt communication style and tone to match the needs and emotional state of individual players, ensuring empathetic and effective interactions.
• Work within a 24/7 customer support environment, with flexible scheduling between 7:30 AM and 12:00 AM EST, including weekends and major holidays as required.
• Maintain a reliable high-speed internet connection (minimum 10 Mbps download, 3 Mbps upload) and operate from a quiet, distraction-free home office with ergonomic seating and desk setup.
• Remain adaptable in a fast-paced, evolving environment, adjusting priorities dynamically based on shifting business needs and player demand.
• Take on additional responsibilities as assigned, including participation in training, feedback sessions, or special projects to enhance player experience.
• Operate as a fully remote team member, contributing to a distributed workforce with no physical office requirement.
• Support a 365-day-a-year customer service operation, ensuring consistent player support across all days, including holidays.

🎯 Requirements

• Minimum 2 years of experience in a contact center supporting customers via phone, email, and chat
• BA/BS degree or equivalent experience
• Excellent written and verbal communication skills
• Reliable high-speed internet (10 Mbps download, 3 Mbps upload)
• Quiet, distraction-free home office workspace with ergonomic chair and desk
• Ability to work flexible hours between 7:30 AM and 12:00 AM EST, including weekends and holidays

🏖️ Benefits

• Full-time remote position with 40 hours per week
• Opportunity to work at a LinkedIn 2025 Top 50 Startup in the United States
• Collaborative, laughter-filled culture with emphasis on innovation and fun
• Flexible scheduling with potential to adjust hours based on business needs
• Inclusive, equal opportunity employer with commitment to diversity and inclusion
• No commute — fully remote work environment

Skills & Technologies

Remote

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Arb Interactive LLC

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About Arb Interactive LLC

Arb Interactive is a software development studio specializing in augmented-reality, virtual-reality, and interactive 3D experiences for retail, events, education, and entertainment. Founded in 2014 and headquartered in Boston, the company designs and deploys immersive applications for mobile, web, and headset platforms, integrating computer vision, spatial computing, and real-time rendering to create branded activations, digital twins, gamified training, and location-based installations for Fortune 500 clients.

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