Customer Support Agent

About Us

We are an innovative iGaming company offering a comprehensive suite of crypto-focused products, including sportsbook and casino experiences. By combining cutting-edge technology with a deep understanding of the crypto space, we aim to revolutionise the betting and gaming experience for a global audience.

Our mission is to create the most effortless and accessible betting and gaming entertainment experience, delivering innovation and personalisation at every touchpoint.

Our vision is to become a leading player in the betting industry by combining seamless user experiences with groundbreaking personalisation and community-driven engagement.

Whether it’s through competitive sportsbook offerings or immersive casino gameplay, we are dedicated to creating a unique and engaging platform. Join us in shaping the future of crypto iGaming.

The Role

We are seeking a proactive and customer-focused Customer Service Agent to join our Customer Support team. Reporting directly to the CS Team Lead, you will be the first point of contact for our customers, delivering exceptional service via live chat. You will play a key role in building trust, resolving queries efficiently, and ensuring customers have an exceptional experience on our platform.

The ideal candidate will have excellent communication skills, a customer-first mindset, and the ability to thrive in a fast-paced remote environment. Previous experience in iGaming or live chat customer support is highly desirable.



As this is a fully remote role, the successful candidate must also demonstrate strong self-motivation, excellent time management skills, and the ability to collaborate effectively in a distributed team.

Responsibilities

Customer Support & Communication

• Deliver prompt, professional responses across all support channels, maintaining impeccable grammar and natural, fluent English at all times.

• Provide accurate and informed assistance across all product areas, including account access, payments, games, sportsbook, and general product enquiries.

• Adapt communication style and tone to suit each customer's profile, background, and preferences, ensuring every interaction feels personalised and professional.

VIP Customer Management

• Respond to VIP customer inquiries promptly with a personalised, attentive approach, nurturing conversations to build rapport and foster long-term relationships.

• Manage and coordinate internal VIP-related processes, ensuring seamless handling and timely resolution in collaboration with the relevant teams.

Issue Resolution

• Troubleshoot and resolve routine and complex customer issues efficiently, ensuring thorough and accurate records are maintained for every interaction.

• Follow escalation protocols diligently, ensuring cases are directed to the appropriate teams without delay.

Compliance & Process Execution

• Strictly adhere to all company policies, procedures, and escalation protocols in every customer interaction.

• Execute manual processes with full accuracy and unwavering compliance with company guidelines.

• Conduct KYC verification checks with diligence and a high standard of attention to detail.

Customer Engagement & Retention

• Proactively educate customers on product features, promotions, and platform updates to drive engagement and encourage deposits.

• Leverage a sales-driven mindset to identify and act on deposit opportunities, using product knowledge and customer rapport to motivate action.

• Actively gather and relay customer feedback to the relevant internal teams, contributing to the continuous improvement of the customer experience.

Internal Collaboration

• Participate actively in internal processes, contributing insights from the front line to support operational improvements and team initiatives.

• Communicate effectively with internal stakeholders to escalate, follow up, and close out customer cases in a timely and coordinated manner.

Product & Technical Knowledge

• Demonstrate a working knowledge of cryptocurrency transactions and apply this understanding when supporting customers with crypto-related enquiries.

Required Experience & Skills

Essential Experience:

• Previous experience in a customer service role, ideally in live chat support.

• Expert-level English proficiency - must possess near-native written and verbal communication skills to ensure seamless, nuanced, and professional flow with our global audience.

• Strong written and verbal communication skills.

• Proficiency in using customer service tools and CRM platforms.

• Experience in handling customer inquiries in a fast-paced environment.

Essential Skills:

• Excellent problem-solving and critical-thinking abilities.

• Ability to handle difficult situations with professionalism and empathy.

• Strong time management and multitasking skills.

• Proficient in virtual collaboration tools (e.g., Slack, Zoom, Microsoft Teams).

• Ability to work independently in a remote environment, demonstrating strong self-motivation and accountability.

Desirable Experience/Skills:

• Previous experience in iGaming or online betting platforms.

• Knowledge of account verification processes and fraud detection.

• Familiarity with cryptocurrencies and blockchain technology.

Personal Qualities and Behavioral Traits

Essential Qualities or Behaviours:

• Customer-focused mindset with a passion for delivering exceptional service.

• Professional, empathetic, and patient approach.

• Strong attention to detail and accuracy.

• Adaptable and resilient in a dynamic, fast-paced environment.

• Self-motivated with a proactive approach to problem-solving.

• Ability to stay focused and productive while working remotely.

Desirable Qualities or Behaviours:

• Enthusiasm for the iGaming industry and a genuine interest in sportsbook or casino gaming.

• Passion for cryptocurrency and blockchain technologies.

• Collaborative team player with a positive attitude.