Customer Support Agent

BettingJobs; Jersey City (NJ); On-site; USD 40,000 - 55,000; Full time

Job summary

BettingJobs is seeking a customer support team to assist with the launch of a well-established iGaming operator in New Jersey, projected for early 2026. This role involves providing professional support to customers through various channels, ensuring compliance with regulations, and maintaining high service levels.

The ideal candidates will have experience in customer support, particularly within regulated industries like iGaming. They must be prepared to work flexible hours as this is a 24/7 operation.

Qualifications

• Previous experience in Customer Support, ideally in iGaming or related fields.
• Strong communication skills and a customer-centric mindset.
• Attention to detail with the ability to follow structured procedures.
• Ability to work shifts including evenings, weekends, and holidays.

Responsibilities

• Provide responsive assistance to customers through live chat, email, and phone.
• Support players with account-related questions, including KYC processes.
• Monitor player activity to identify potential fraud or gaming concerns.

Skills

Customer Support Experience

Strong Communication Skills

Attention to Detail

Job description

BettingJobs are working with a well-established iGaming operator from Europe who are readying their launch in the regulated US market. The operations will be based out of New Jersey, and they are currently looking to hire a customer support team to launch in early 2026.

Key Responsibilities:

• Provide responsive, professional assistance to customers through live chat, email, and phone.
• Support players with account-related questions including registration, verification (KYC), deposits, withdrawals, and gameplay issues.
• Guide customers through processes in a compliant manner following NJDGE regulations and responsible gaming policies.
• Identify, document, and elevate technical or operational issues to relevant internal teams.
• Maintain familiarity with our platform, games, promotions, and internal procedures to deliver accurate information.
• Monitor player activity to identify potential fraud or responsible gaming concerns and elevate accordingly.
• Work closely with the Compliance, Payments, and Fraud teams to resolve customer requests.
• Maintain high-quality service levels and meet performance KPIs.
• Contribute to a positive and supportive team environment, especially during the early launch phase.

Requirements:

• Previous experience in Customer Support, ideally within iGaming, online entertainment, fintech, or a regulated industry.
• Strong communication skills and a customer-centric mindset.
• Ability to work shifts, including evenings, weekends, and holidays (24/7 operation).
• Basic understanding of online platforms, payment methods, and troubleshooting.
• Attention to detail with the ability to follow structured procedures.
• Ability to work on-site in the New Jersey office.

Nice to have:

• Experience in a regulated iGaming market (US or international).
• Familiarity with KYC, AML, and responsible gaming principles.