Customer Support Agent
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Job Description
Customer Support Agent delivering personalized support for users in a crypto-native entertainment platform. Managing user interactions across live chat, email, and other communication channels.
Responsibilities:
- 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
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