Customer Support Specialist (iGaming)

TL;DR

Customer Support Specialist (iGaming): Managing player inquiries and resolving complex account issues across chat, email, and phone with an accent on transaction security, KYC verification, and fraud prevention. Focus on maintaining high KPI standards, ensuring regulatory compliance, and optimizing the overall player experience in a high-pressure 24/7 environment.

Location: On-site in Gibraltar

Company

A fast-growing leader in the online gaming industry focused on creating innovative and secure betting and gaming experiences worldwide.

What you will do

• Handle player inquiries via chat, email, and phone regarding wagering, account balances, and game rules.
• Resolve complex issues related to payments, withdrawals, bonuses, and KYC verification.
• Collaborate with risk and payments teams to detect and prevent fraud to maintain a safe gaming environment.
• Collect and document player feedback to support continuous improvement of betting platforms.
• Meet performance KPIs regarding response times and resolution quality.
• Stay updated on industry regulations and mentor newer team members.

Requirements

• Previous experience in Customer Support within the Online Gambling/Sports betting sector.
• Strong communication skills with clarity, empathy, and professionalism.
• High technical literacy and ability to multitask across professional gaming systems.
• Ability to work flexible shifts, including nights, weekends, and public holidays (24/7 operation).
• Resilience and professionalism when handling high-pressure or sensitive situations.
• Must be based in or able to work on-site in Gibraltar.

Culture & Benefits

• Clear opportunities for career progression into leadership or specialized operational roles.
• Professional, collaborative, and ego-free work environment.
• Direct impact on player satisfaction and platform success.
• Competitive rewards and performance-based recognition.
• Dedicated workstation and all required hardware provided.