Customer Support Agent

Role Overview

• Provide professional, accurate, and timely user support via live chat and email channels
• Communicate clearly and effectively with users, setting realistic expectations and maintaining a consistent brand tone
• Manage complex or sensitive user interactions in a calm, professional manner
• Support users with account-related matters, including verification, account restrictions, and responsible gaming requests
• Assist with deposits, withdrawals, transaction statuses, and basic cryptocurrency-related inquiries in accordance with security and compliance procedures
• Resolve gameplay, betting, bonus, and promotion-related issues in line with platform rules and terms
• Clearly explain Company terms, wagering requirements, limits, and platform policies to users
• Identify, document, and escalate potential fraud, abuse, or suspicious activity in accordance with internal procedures
• Support responsible gaming initiatives, prioritising user safety and regulatory compliance at all times
• Accurately document all user interactions, actions taken, and outcomes within internal systems
• Follow standard operating procedures (SOPs), service level agreements (SLAs), and escalation protocols
• Collaborate with second-line support and relevant internal teams to ensure effective resolution of escalated issues
• Maintain up-to-date knowledge of Company products, features, and platform changes
• Work assigned shifts in accordance with operational requirements and ensure effective handovers between shifts
• Support continuous service availability through adherence to schedules, processes, and quality standards

Requirements

• 1-3 years’ experience in customer support roles, ideally within iGaming or a digital-first environment
• Ability to build rapport and create positive, lasting experiences for players
• Strong problem-solving skills with the ability to deliver timely, effective resolutions
• Excellent written and verbal communication skills with fluent English
• Strong organisational skills and attention to detail
• Ability to operate in a fast-paced, always-on environment
• Interest in crypto, gaming, sports, or digital entertainment is a strong plus

Benefits

• Competitive service fees with performance-linked upside
• Remote-first, international collaboration model
• Ongoing development and opportunities to expand your expertise within iGaming and crypto
• Clear progression path towards senior support responsibilities as experience and impact grow