Support Operations Agent

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