Customer Support Agent

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Duelbits

WebsiteLinkedInAll Job Openings

51 - 200 employees

🎲 Gambling

🎮 Gaming

₿ Crypto

Gambling • Gaming • Crypto

Duelbits is an innovative online gaming platform that offers a unique gambling experience across various games. With a focus on user engagement and a seamless interface, Duelbits aims to provide an interactive and entertaining environment for players. The platform incorporates elements of crypto and gaming, appealing to a diverse audience of online gamers and crypto enthusiasts.

📋 Description

• Provide professional, accurate, and timely user support via live chat and email channels • Communicate clearly and effectively with users, setting realistic expectations and maintaining a consistent brand tone • Manage complex or sensitive user interactions in a calm, professional manner • Support users with account-related matters, including verification, account restrictions, and responsible gaming requests • Assist with deposits, withdrawals, transaction statuses, and basic cryptocurrency-related inquiries in accordance with security and compliance procedures • Resolve gameplay, betting, bonus, and promotion-related issues in line with platform rules and terms • Clearly explain Company terms, wagering requirements, limits, and platform policies to users • Identify, document, and escalate potential fraud, abuse, or suspicious activity in accordance with internal procedures • Support responsible gaming initiatives, prioritising user safety and regulatory compliance at all times • Accurately document all user interactions, actions taken, and outcomes within internal systems • Follow standard operating procedures (SOPs), service level agreements (SLAs), and escalation protocols • Collaborate with second-line support and relevant internal teams to ensure effective resolution of escalated issues • Maintain up-to-date knowledge of Company products, features, and platform changes • Work assigned shifts in accordance with operational requirements and ensure effective handovers between shifts • Support continuous service availability through adherence to schedules, processes, and quality standards

🎯 Requirements

• 1-3 years’ experience in customer support roles, ideally within iGaming or a digital-first environment • Ability to build rapport and create positive, lasting experiences for players • Strong problem-solving skills with the ability to deliver timely, effective resolutions • Excellent written and verbal communication skills with fluent English • Strong organisational skills and attention to detail • Ability to operate in a fast-paced, always-on environment • Interest in crypto, gaming, sports, or digital entertainment is a strong plus

🏖️ Benefits

• Competitive service fees with performance-linked upside • Remote-first, international collaboration model • Ongoing development and opportunities to expand your expertise within iGaming and crypto • Clear progression path towards senior support responsibilities as experience and impact grow