Customer Support & Kyc Agent [Pt-Br & En]

Crunch Equation; Recife; On-site; BRL 60,000 - 90,000; Full time

Benefits offered by this job

Competitive salary

International environment

Professional development

Brand projects

Job summary

GAMING HUB LTDA is seeking a Customer Support & KYC Agent in Brazil to deliver exceptional player support while ensuring compliant Know Your Customer checks in a fast-paced iGaming environment. You will guide players through verification, respond to inquiries across live chat and email, and work with Compliance, Payments, Risk, and Operations to resolve issues promptly.

Fluency in English and Brazilian Portuguese, plus 1 year in relevant roles, are required; the role offers growth in a dynamic,

Qualifications

• Minimum 1 year in Customer Support, KYC, Payments, or similar roles (iGaming/FinTech/e-commerce preferred).
• Solid understanding of KYC/AML and identity verification processes.
• Experience using CRM platforms, ticketing systems, and customer support tools.
• Fluency in English and Brazilian Portuguese, both written and spoken.
• Excellent communication, interpersonal and problem-solving skills.
• Strong attention to detail and ability to handle sensitive information.

Responsibilities

• Deliver outstanding customer support via live chat, email, and other channels, assisting players with inquiries.
• Guide players through the KYC verification process and ensure timely completion.
• Review identity documents, proof of address and other docs per policies and standards.
• Perform KYC and AML checks to ensure regulatory compliance.
• Support payments processes and assist with deposits, withdrawals, and refunds as needed.
• Identify suspicious activity and escalate to internal teams.
• Educate customers on bonus terms, wagering requirements, and responsible gaming.
• Maintain accurate records of interactions and verifications in CRM systems.
• Collaborate with Compliance, Payments, Risk, and Operations to improve experiences.
• Ensure adherence to data protection regulations and company policies.

Skills

KYC/AML

Customer support

CRM tools

English

Portuguese

Attention to detail

Job description

Job Description

Welcome to GAMING HUB LTDA, a consulting company dedicated to empowering businesses through services that drive success and growth. We specialize in Customer Support, Marketing, Design, SEO, Technology, and Operational Solutions.

We are looking for a Customer Support & KYC Agent with experience in the iGaming industry to provide exceptional customer service while ensuring efficient and compliant Know Your Customer (KYC) verification processes. The ideal candidate is customer-oriented, detail-driven, and capable of balancing excellent support with regulatory compliance in a fast-paced environment.

Key Responsibilities

• Deliver outstanding customer support via live chat, email, and other communication channels, assisting players with inquiries related to accounts, payments, bonuses, promotions, technical issues, and platform functionality.
• Provide fast, friendly, and accurate responses to ensure a high level of customer satisfaction.
• Guide players through the KYC verification process, explaining documentation requirements and assisting them until the verification is completed.
• Review and verify identity documents, proof of address, and other required documentation in accordance with internal policies and regulatory standards.
• Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) checks to ensure compliance with applicable regulations.
• Support payment-related processes by assisting with deposits, withdrawals, refunds, and account verification when required.
• Identify inconsistencies, suspicious activities, or potential fraudulent behavior and escalation to internal teams.
• Educate customers on bonus terms, wagering requirements, promotions, and responsible gaming practices.
• Maintain accurate records of customer interactions, verification activities, and case resolutions within CRM and internal systems.
• Follow up on pending requests and coordinate with internal departments to ensure timely resolution of customer issues.
• Collaborate closely with the Compliance, Payments, Risk, and Operations teams to improve customer experience and operational efficiency.
• Ensure compliance with company policies, KYC/AML requirements, data protection regulations, and responsible gaming standards.
• Contribute ideas and feedback to continuously improve support processes and verification procedures.

Requisitos

Requirements

• At least 1 year of experience in Customer Support, KYC, Payments, or similar roles, preferably within the iGaming, FinTech, or e-commerce industries.
• Solid understanding of KYC, AML, and identity verification processes.
• Experience using CRM platforms, ticketing systems, and customer support tools.
• Fluency in English and Brazilian Portuguese, both written and spoken.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong attention to detail and the ability to handle sensitive and confidential information.
• Ability to work independently while thriving in a collaborative and fast-paced environment.
• Customer-focused mindset with empathy, patience, and professionalism.
• Knowledge of responsible gaming policies and fraud prevention practices is considered an advantage.
• Familiarity with payment providers, verification tools, or fraud detection systems is a plus.

Vantagens

What We Offer

• A collaborative, innovative, and international work environment.
• The opportunity to work with exciting brands and projects in the iGaming industry.
• Competitive salary and benefits package.
• Ongoing learning and professional development opportunities.
• Career growth opportunities within a rapidly expanding organization.

If you are passionate about delivering exceptional customer experiences while ensuring secure and compliant operations, we would love to hear from you.

Join GAMING HUB and help us create a safe, seamless, and outstanding experience for our players.

Requirements Requirements At least 1 year of experience in Customer Support, KYC, Payments, or similar roles, preferably within the iGaming, FinTech, or e-commerce industries. Solid understanding of KYC, AML, and identity verification processes. Experience using CRM platforms, ticketing systems, and customer support tools. Fluency in English and Brazilian Portuguese, both written and spoken. Excellent communication, interpersonal, and problem-solving skills. Strong attention to detail and the ability to handle sensitive and confidential information. Ability to work independently while thriving in a collaborative and fast-paced environment. Customer-focused mindset with empathy, patience, and professionalism. Knowledge of responsible gaming policies and fraud prevention practices is considered an advantage. Familiarity with payment providers, verification tools, or fraud detection systems is a plus.