Customer Support Agent (APAC)
The role is full remote
Contract: B2B
Salary: around 20k USD per year
Previous iGaming experience needed
Main Responsibilities
- Provide customer support via live chat and email, ensuring timely, accurate, and professional assistance.
- Handle account-related issues, including verification, account restrictions, and responsible gaming requests.
- Support customers with deposits, withdrawals, payment statuses, and basic cryptocurrency inquiries.
- Resolve issues related to gameplay, sports betting, bonuses, and promotions.
- Explain company policies, wagering requirements, limits, and terms & conditions.
- Identify and escalate potential fraud, abuse, or suspicious activity following internal procedures.
- Promote and support Responsible Gaming initiatives.
- Document all customer interactions accurately in internal systems.
- Follow SOPs, SLAs, and escalation processes, collaborating with second-line support when needed.
- Stay updated on platform features and work rotational shifts while ensuring smooth handovers.
Key Skills & Experience
- Previous experience in customer support, ideally within iGaming or online platforms.
- Excellent written communication skills with a customer-first approach.
- Experience handling sensitive customer situations professionally.
- Understanding of payments, account verification (KYC), and cryptocurrency is beneficial.
- Knowledge of sports betting, casino products, bonuses, and promotions.
- Strong attention to detail and ability to follow compliance procedures.
- Comfortable working in a fast-paced, shift-based environment.
