ABOUT NEXUS SOLUTIONS
Nexus Solutions is a group of specialist businesses operating across corporate services, technology, and consultancy. Headquartered in Dubai, with European roots and operations spanning six countries, we support clients navigating complex, regulated, and fast-moving industries.
Our teams deliver technology-enabled solutions, licensing and corporate support, operational services, and strategic consultancy that help clients operate efficiently, scale sustainably, and remain compliant in demanding environments. As regulation tightens and industries evolve, clients require more than individual service providers they need structured partners who bring operational discipline, commercial clarity, and long-term perspective.
As we continue expanding our regional footprint, our focus remains on building high-performing teams who take ownership, value accountability, and want to grow with a business that is scaling with intent and structure.
ROLE PURPOSE
The
Client Support Specialist is responsible for managing inbound client tickets, resolving routine issues, and routing more complex queries to the appropriate internal teams. This role ensures structured ticket handling, clear communication, and disciplined follow-up across all services. Acting as the first line of response, the position maintains service standards, protects SLA commitments, and supports the wider Client Success team with operational and reporting discipline.
This position requires prior experience within the iGaming/online betting industry. Applicants without direct industry experience will not be considered.KEY RESPONSIBILITIES
Ticket Management & Triage
Receive and manage all inbound client tickets across services
Assess, categorise and prioritise tickets based on urgency and impact
Resolve routine or first-line issues directly where possible
Route complex tickets to appropriate internal teams with clear context and documentation
Client Communication
Provide timely, professional and structured responses to client queries
Maintain clear updates throughout the ticket lifecycle
Ensure clients are informed of progress, delays and resolution timelines
Escalate high-impact or sensitive issues promptly
SLA & Process Discipline
Monitor ticket queues to ensure SLA adherence
Maintain accurate and structured documentation in the ticketing system
Follow defined workflows for logging, routing and escalation
Identify recurring issues and highlight patterns to leadership
Internal Coordination
Support Account Managers with operational follow-ups
Ensure internal teams receive complete and well-structured information
Track open items until confirmed resolution
Maintain alignment between client expectations and internal delivery
Client Success Team Support
Assist with documentation, knowledge base updates and process improvements
Support reporting requirements (ticket metrics, SLA tracking, recurring issue summaries)
Prepare structured summaries for Account Managers and leadership
Contribute to improving operational efficiency across the Client Success function
WHO THIS IS ROLE FOR:
This role is suited to professionals who:
Enjoy structured problem-solving and operational coordination
Are comfortable working in a fast-paced client-facing environment
Prefer defined processes and clear responsibilities
Take ownership of follow-up and closure
Thrive in roles requiring organisation and attention to detail
Requirements
REQUIRED BACKGROUND & SKILLS
Required
Minimum 2+ years experience in online iGaming (casino, sportsbook, platform provider, aggregator, affiliate or related B2B/B2C operator environment)
Experience in a client support, helpdesk or service desk role
Mandatory hands-on experience using ticketing/support systems (e.g. Zendesk, Freshdesk, Jira or similar)
Experience working with CRM systems (e.g. HubSpot, Zoho or similar) to log client activity and maintain structured records
Ability to manage multiple tickets simultaneously within defined SLA constraints
Strong written communication skills
Disciplined approach to documentation and structured workflows
Nice to Have
Experience supporting performance-driven environments
Experience in SaaS, platform or regulated industries
Exposure to reporting or ticket analytics
Benefits
WHAT WE OFFER
- Performance-driven progression opportunities
- Generous bonus and incentive programs linked to individual and team performance
- 30 days remote working per year
- UAE residency visa and medical insurance
- Enhanced annual leave allowance
- Referral rewards for contributing to business growth
- Exposure to international teams and clients
- A collaborative, ambitious and accountable team culture
COMPENSATION
- AED 8,000 - 10,000 per month depending on level and experience
WHY JOIN US
- Real Ownership: You won't be a small cog in a large machine. You'll have clear responsibility, visibility, and the opportunity to make an impact.
- Structured Growth Path: We operate under a defined career framework with clear progression criteria. Advancement is based on performance, not politics.
- High Standards, Low Ego: We value disciplined operators who take pride in their work. We move fast, but we don't cut corners.
- Exposure Across Services: Work across multiple products and business lines in a cross-functional environment that builds real commercial understanding.
- Growing Scale-Up Environment: We combine the pace and opportunity of a scale-up with increasing operational structure and maturity.
