Customer Support Agent

BettingJobs are working with a well-established iGaming operator from Europe who are readying their launch in the regulated US market. The operations will be based out of New Jersey, and they are currently looking to hire a customer support team.

Key Responsibilities:

• Provide responsive, professional assistance to customers through live chat, email, and phone.
• Support players with account-related questions including registration, verification (KYC), deposits, withdrawals, and gameplay issues.
• Guide customers through processes in a compliant manner following NJDGE regulations and responsible gaming policies.
• Identify, document, and escalate technical or operational issues to relevant internal teams.
• Maintain familiarity with our platform, games, promotions, and internal procedures to deliver accurate information.
• Monitor player activity to identify potential fraud or responsible gaming concerns and escalate accordingly.
• Work closely with the Compliance, Payments, and Fraud teams to resolve customer requests.
• Maintain high-quality service levels and meet performance KPIs.
• Contribute to a positive and supportive team environment, especially during the early launch phase.

Requirements:

• Previous experience in Customer Support, ideally within iGaming, online entertainment, fintech, or a regulated industry.
• Strong communication skills and a customer-centric mindset.
• Ability to work shifts, including evenings, weekends, and holidays (24/7 operation).
• Basic understanding of online platforms, payment methods, and troubleshooting.
• Attention to detail with the ability to follow structured procedures.
• Ability to work on-site in the New Jersey office.

Nice to have:

• Experience in a regulated iGaming market (US or international).
• Familiarity with KYC, AML, and responsible gaming principles.
• Experience using customer support platforms (Zendesk, Freshdesk, Salesforce, etc.).