About the role
Our client is seeking a detail-oriented Support Operations Agent to join their 24/7 multilingual team. This hybrid role combines front-line customer support with back-office operations, including KYC verification, payment reviews, and queue management across Customer Support and Risk & Fraud Prevention functions.
The successful candidate will coordinate between customers, internal teams, and external providers while managing multiple workflows in a fast-paced environment.
Key Responsibilities
Customer Support
Handle customer inquiries via live chat and email related to account access, verification, bonuses, game issues, and payments
Communicate professionally in English; additional languages such as Turkish, Portuguese, Arabic, or Spanish are considered an asset
Escalate complex cases and follow up to resolution while maintaining accurate CRM records
Stay up to date with platform updates, promotions, and internal procedures while meeting SLA and quality KPIs
KYC & Compliance
Review and process KYC documentation, including identification, proof of address, and source of funds checks
Flag incomplete, inconsistent, or suspicious submissions to the relevant Compliance or Risk teams
Maintain accurate and audit-ready records
Deposits, Withdrawals & Payments
Monitor and process pending deposits and withdrawals across various payment providers and brands
Escalate transactions requiring manual review and liaise with providers regarding issues or delays
Identify suspicious activity patterns and ensure all actions comply with internal procedures and player protection measures
Quality & Operational Efficiency
Meet individual and team targets related to customer satisfaction, response times, and service levels
Maintain high-quality standards across customer interactions and operational tasks
Identify recurring issues and contribute to process and SOP improvements
Requirements
Essential
Fluent English with strong written communication skills
1–2+ years of experience in customer support, operations, or a similar service-focused role
Strong attention to detail and ability to handle sensitive financial and identity-related information
Ability to prioritise multiple tasks and queues in a fast-paced environment
Familiarity with CRM, helpdesk, and back-office systems
Preferred
Experience within iGaming, sports betting, fintech, or crypto industries
Previous exposure to KYC, payments, or Risk & Fraud Prevention operations
Experience using platforms such as Zendesk, Intercom, Freshdesk, or similar tools
Additional language skills in Turkish, Portuguese, Arabic, or Spanish
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