Customer Support Agent — Online Gambling & Betting

About the Role

You'll be the first point of contact for players on our online casino and sportsbook platform, handling account, payment, bonus, and gameplay queries across live chat and email. You'll work in a fast-paced, regulated environment where accuracy, discretion, and player safety matter as much as speed.

Responsibilities

• Respond to player queries via live chat and email.

• Handle account verification (KYC) requests, document reviews, and escalate flagged cases.

• Explain bonus terms, wagering requirements, and promotional mechanics clearly and accurately
  Troubleshoot gameplay issues (game freezes, disputed rounds, bet settlement queries) and escalate to the relevant provider or internal team

• Contribute to the internal knowledge base and flag recurring issues to Product/Ops

• Research solutions to customers' issues

• Interact with various departments to resolve customers' issues

• Use available tools and information resources to resolve problems

• Escalate unresolved problems in accordance with established policy, procedures and protocols

• Monitoring of customers' activity, including assisting in the identification of fraudulent activity or abuse

Requirements

• 1+ years in customer support

• Excellent written and spoken English

• Comfortable working hybrid, rotation shifts, including nights, weekends, and public holidays

• Strong attention to detail and the ability to stay calm with frustrated or high-value players

• Discretion in handling sensitive personal data

• The ability to organize and manage multiple priorities

• Flexible and has the ability to quickly adjust to frequent process and information changes

Nice to Have

• Familiarity with sportsbook markets, odds, and bet types

• Experience with Freshdesk, or similar

Benefits

• Health insurance

• Remote work options

• Long-term contract offering

• Fixed salary

• Opportunities for professional growth and development.

• Collaborative and innovative work environment.