Technical Customer Support Agent (Shifts/Miami Beach)

Technical Customer Support Agent

We're looking for a team of Technical Customer Support Agents to join our team in Miami Beach. As a first point of contact for our players, you'll be responsible for delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction. This is a shift-based role that requires flexibility and a sense of ownership. You'll handle a variety of player inquiries across emails always ensuring empathy, accuracy, and compliance with internal procedures.

Your responsibilities include:

• Provide fast, accurate, and friendly support to our players via email
• Investigate and resolve issues related to accounts, gameplay, transactions and bonuses.
• Educate players about available features, promotions, procedures.
• Assist with KYC verification processes
• Identify issues and flag them to relevant departments
• Collaborate with teammates and other departments to support service-level targets

What we are looking for:

• Previous experience in customer support, ideally within iGaming, is desirable but not essential
• Tech-savviness is preferred, especially experience with email platforms such as Zendesk, Intercom, and back-office tools
• A good understanding of KYC and payment processes and tools would be an advantage
• Strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner.
• Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents
• A proactive mindset and willingness to take ownership of player issues from start to resolution
• A flexible, positive attitude and commitment to delivering a smooth and fair customer experience
• Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once
• A team player who communicates clearly with colleagues and supports collaboration across departments