Global Customer Support Advisor — Multilingual & Live KYC

Bally's Interactive; Newcastle-under-Lyme; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

25 days annual leave

35% night shift uplift 23:30–02:00

Health insurance

Volunteering days

Home office allowance

Wellness or Gym allowance

Flexi-block travel up to 4 weeks

Annual parties

Job summary

Bally’s Intralot, a leading iGaming operator, is hiring a Customer Support Advisor to deliver world‑class service to players in the UK and beyond. You will handle live chat, email and occasional outbound calls across multiple brands, with real‑time translation and smooth escalation handling.

You will work in a fast‑paced environment, supporting diverse markets and upholding the company’s standards for first‑contact resolution and customer satisfaction.

Qualifications

• Be 18 years of age or over
• Passionate about providing excellent customer service
• Experience with Live Chat, email, and telephone queries
• Exceptional verbal and written communication
• Comfortable supporting players from different countries and cultures
• Able to investigate issues, solve problems and deliver first-contact resolution
• Able to think fast under pressure and move between markets without losing your thread

Responsibilities

• Serving as the primary point of contact for players across our digital platforms and territories, leveraging real‑time translation tools to manage multilingual interactions
• Communicating effectively with players via live chat and email, with occasional outbound calls when required
• Switching between markets and brands as demand shifts, maintaining high service standards in each one
• Completing LIVE KYC verifications in line with regulatory requirements of the territory
• Keeping on top of products, promotions and tools, including market-specific differences
• Taking ownership and following escalations through to resolution
• Managing tasks efficiently to meet and exceed KPIs
• Collaborating with colleagues across departments and locations on projects and meetings
• Striving to resolve everything, first time, every time
• Promoting a positive working environment and being a role model

Job description

Bally’s Intralot, a leading iGaming operator, is hiring a Customer Support Advisor to deliver world‑class service to players in the UK and beyond. You will handle live chat, email and occasional outbound calls across multiple brands, with real‑time translation and smooth escalation handling.

You will work in a fast‑paced environment, supporting diverse markets and upholding the company’s standards for first‑contact resolution and customer satisfaction.