Customer Support Agent

Bullfinch Recruitment • Town of Malta, NY

4d • Onsite

About The Position

We are supporting a client in the online gaming industry with the recruitment of this role.
Join a mission-driven organisation focused on creating world-class betting and gaming experiences for millions of players worldwide. As a fast-growing leader in the online gaming industry, the company is shaping the future of online entertainment through innovation, integrity, and collaboration.
We believe great ideas are driven by smart execution and continuous learning. Team members are empowered to make a real impact in a high-stakes, fast-paced environment where player trust and safety are the highest priorities.
Be the frontline hero who turns player challenges into success stories. In the world of gaming, you are more than support—you are a trusted advisor. You will be the professional voice and problem-solving expert ensuring every player feels valued, secure, and supported.

Requirements

• Previous experience in Customer Support, specifically within Online Gambling, ideally within a Sports betting environment.
• Communicate with clarity, empathy, and professionalism, particularly when handling financial transactions.
• Possess strong problem-solving skills and a high level of technical literacy.
• Can multitask across professional gaming systems with excellent attention to detail.
• Are comfortable working flexible shifts, including evenings, weekends, and public holidays, in a 24/7 operation.
• Remain calm, resilient, and professional when handling sensitive or high-pressure situations.

Responsibilities

• Handle player inquiries across chat, email, and phone regarding wagering, account balances, and game rules with precision and care.
• Resolve complex issues related to transactions, withdrawals, bonuses, and account verification (KYC) while maintaining a premium customer experience.
• Collaborate with payments and risk teams to identify potential fraud and help maintain a safe, fair gaming environment.
• Document player feedback and identify trends that support continuous improvement of betting platforms.
• Meet performance KPIs—such as response time and resolution quality—without losing the human touch.
• Stay up to date with industry regulations and responsible gaming practices, while supporting and mentoring newer team members.

Benefits

• 🚀 Growth Without Limits: A fast-moving industry with clear opportunities for career progression into leadership or specialised operational roles.
• 🤝 Ego-Free Culture: A professional, collaborative environment where ideas are valued and expertise matters.
• 💪 Real Ownership: See the direct impact of your work on player satisfaction and platform success.
• 🏆 Meaningful Recognition: Competitive rewards and genuine appreciation for performance and dedication.
• 🌍 Global Reach: Contribute to seamless, secure, and engaging experiences for a worldwide player base.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed