Arabic-speaking iGaming Support Agent (24/7)

Fanatics Momentum; Abu Dhabi; On-site; AED 67,000 - 100,000; Full time

Job summary

Fanatics Momentum in the UAE is seeking a Customer Service Agent to be the first point of contact for players, delivering high-quality assistance on our online gaming platforms, including account issues, bonuses, deposits/withdrawals, and gameplay inquiries.

You will support via live chat, email, and phone, work rotational shifts including evenings and weekends, and uphold CSAT targets while staying compliant with KYC and regulatory guidelines.

Qualifications

• Previous experience in a customer support role, ideally within the iGaming/Lottery, tech.
• Excellent written and verbal communication in English and Arabic.
• Familiarity with online casino/lottery and/or sportsbook platforms and terminology.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a high-pressure, fast-paced environment.
• Tech-savvy with the ability to learn and navigate multiple systems (CRM tools, chat platforms, back-office systems).
• Ability to work flexible hours, including evenings, weekends, and holidays.

Responsibilities

• Provide real-time support to players via live chat, email, and occasionally by phone in a fast-paced, 24/7 environment.
• Handle queries related to registration, account verification (KYC), responsible gaming, transactions, game rules, and promotions.
• Guide players through troubleshooting steps for technical issues (login problems, game performance, etc.).
• Monitor and elevate suspicious or fraudulent activity according to internal procedures and regulatory guidelines.
• Collaborate with internal departments to resolve complex issues.
• Stay informed of the latest platform features, games, promotional offers, and industry regulations.
• Maintain accurate records of customer interactions and follow up on open issues to ensure resolution.
• Meet performance KPIs such as response time, resolution rate, and CSAT.
• Contribute to the development of FAQs and knowledge base content.

Skills

Customer support

Bilingual English/Arabic

iGaming knowledge

Problem solving

Fast-paced environment

Tech-savvy

Flexible hours

Job description

Fanatics Momentum in the UAE is seeking a Customer Service Agent to be the first point of contact for players, delivering high-quality assistance on our online gaming platforms, including account issues, bonuses, deposits/withdrawals, and gameplay inquiries.

You will support via live chat, email, and phone, work rotational shifts including evenings and weekends, and uphold CSAT targets while staying compliant with KYC and regulatory guidelines.