Customer Service Specialist

Seniority level: Mid-Senior level | Employment type: Full-time | Industries: Gambling Facilities and Casinos

Role Overview

The Customer Support Agent is the first point of contact for players across all brands in the operation, handling live chat and email enquiries covering account, payment, bonus, technical and product questions. Voice support may be introduced, and Agents are expected to handle calls once that channel is live.

The role sits at the front line of a regulated environment. Alongside delivering fast, accurate and courteous service, the Agent is expected to apply account verification, responsible gambling and data protection rules correctly on every interaction, and to escalate cases that fall outside their authority without delay.

Agents work on a rotating three-shift pattern within a structured shift model supported by Shift Leaders, a QA function and a dedicated Trainer, with full onboarding provided on products, systems and internal procedures.

Key Responsibilities

Player Support & Communication

Respond to player enquiries via live chat, email and any other supported contact channel within defined service levels, maintaining a professional and empathetic tone at all times.

Manage, update and follow up support tickets through Zendesk until closure, ensuring no ticket is left unattended.

Resolve enquiries at first contact wherever possible, using internal knowledge base articles, macros and documented procedures.

Deliver a consistently high level of customer satisfaction on every interaction.

Handle complaints and dissatisfied players calmly, de-escalating where possible and following the complaint handling procedure.

Keep clear, accurate notes on every ticket so that any colleague can pick up the case without loss of context.

Account & Verification

Assist players with registration, login, account settings and profile update requests.

Carry out identity and account verification checks in line with KYC procedures, requesting and reviewing documentation where required.

Apply the correct verification tier and authentication steps before actioning any sensitive account change.

Escalate suspected fraud, duplicate accounts or irregular activity to the relevant internal team.

Payments

Handle deposit and withdrawal enquiries, including pending transactions, payment method availability by region, limits and processing times.

Investigate failed or missing transactions using the back office and payment provider records before escalating.

Explain payment-related requirements to players clearly, including verification prerequisites and wagering conditions affecting withdrawals.

Log and escalate chargeback and disputed transaction cases according to procedure.

Bonuses & Promotions

Answer questions on bonus eligibility, wagering requirements, free spins, cashback and promotional terms across all brands.

Apply, adjust or reject bonus requests strictly within the limits of the Agent's authority, escalating anything beyond it to the Shift Leader.

Identify and report promotional errors, misconfigurations or abuse patterns.

Product Knowledge — Casino & Sportsbook

Support players on casino and live casino queries, including game rules, game history, round IDs and disconnection cases.

Support sportsbook queries, including market rules, odds, bet settlement and re-settlement, cash-out and live betting.

Raise suspected product or game faults through the incident reporting process with the evidence needed to investigate.

Responsible Gambling & Compliance

Recognise responsible gambling indicators and follow the defined procedure for every case, without exception.

Process deposit limit, time-out, self-exclusion and account closure requests in line with policy and within required timeframes.

Handle player data strictly in accordance with data protection rules, disclosing information only to a verified account holder.

Escalate all regulatory, licensing and complaint-body matters immediately to the compliance escalation route.

Teamwork & Continuous Improvement

Complete all assigned training, refreshers and product updates, and apply them in live interactions.

Participate in briefings, feedback sessions and QA reviews constructively.

Flag recurring player issues, unclear procedures and knowledge base gaps so that they can be corrected.

Maintain shift handover discipline so that open cases and ongoing incidents are passed on cleanly.

Requirements

Essential

Fluent English, both written and spoken, to a professional standard.

Minimum one year of customer support experience within the iGaming industry.

Hands-on experience with Zendesk or a comparable support platform, including ticket handling and follow-up.

Excellent communication and problem-solving skills, with the ability to identify what a player is actually asking for.

Ability to work efficiently in a fast-paced environment while handling concurrent conversations.

Availability to work a rotating three-shift pattern, including nights, weekends and public holidays.

Confident computer literacy and the ability to work across several systems at once.

Attention to detail and the discipline to follow procedure consistently, particularly on verification and compliance steps.

Sound judgement about when to decide and when to escalate.

Desirable

Experience across more than one brand or market within an iGaming operation.

Working knowledge of casino, live casino and sportsbook products.

Understanding of KYC, AML or responsible gambling principles.

Previous experience handling voice or telephone support.

Additional languages.

Working Arrangements

Full-time position on a rotating three-shift pattern (day, evening and night) providing 24/7 coverage.

Agents rotate across all three shift blocks; the role is not fixed to a single shift.

Shifts are published in advance; attendance and punctuality are core requirements of the role.

Full paid onboarding and training provided before independent handling of live player contacts.

Ongoing coaching and product training throughout employment.

What the Role Offers

Structured onboarding and continuous training on casino, live casino and sportsbook products.

Exposure to a growing multi-brand operation across several markets.

Clear internal progression routes towards Shift Leader, QA, Training and specialist support functions.

A defined support structure of Shift Leaders, QA and Training available on every shift.

Competitive salary, reviewed annually.

📌 Benefits:

18 non-service delivery days per year;

Full paid onboarding and continuous training.

Competitive salary, reviewed annually.

Birthday presents from the company;

Compensation for English and Greek language classes (partially paid by the Company after 3 months of service)