Customer Support Agent (iGaming)

TL;DR

Customer Support Agent (iGaming): Providing first-line technical and account support for players across multiple online entertainment platforms with an accent on efficient inquiry resolution and KYC verification. Focus on maintaining high service standards via email and collaborating with cross-functional teams to improve player experience.

Location: Must be based in Miami Beach

Company

Digital entertainment company operating a portfolio of online platforms including MetaWin, WOW Vegas, BetZoo Media, and Rolla.

What you will do

• Provide fast, accurate, and friendly support to players via email.
• Investigate and resolve issues related to accounts, gameplay, transactions, and bonuses.
• Educate players on available features, promotions, and company procedures.
• Facilitate and assist with KYC verification processes.
• Identify systemic issues and flag them to relevant departments for resolution.
• Collaborate with teammates and other departments to meet service-level targets.

Requirements

• Previous experience in customer support, ideally in an online role.
• Proficiency with email support platforms such as Zendesk or Intercom.
• Strong written and verbal English communication skills.
• High attention to detail when reviewing account information and verification documents.
• Ability to work in a fast-paced, shift-based environment.
• Must be based in Miami Beach.

Nice to have

• Understanding of payment processes and related tools.
• Experience with back-office administration tools.

Culture & Benefits

• Work within a growing digital entertainment ecosystem with multiple active brands.
• Dynamic, fast-paced environment that encourages a sense of ownership.
• Collaborative team culture focused on empathy and delivering a fair customer experience.