Customer Support Agent

BettingJobs; Jersey City (NJ); On-site; USD 42,000 - 54,000; Full time

Job summary

BettingJobs is partnering with a European iGaming operator preparing for a launch in the regulated US market. The operations will be based out of New Jersey, and they are currently hiring a customer support team to launch in early 2026.

Responsibilities include providing responsive support to customers via live chat, email, and phone; assisting with registration, verification (KYC), deposits, withdrawals, and gameplay issues; and ensuring compliance with NJDGE regulations and responsible gaming

Qualifications

• 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.

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.

Skills

Customer support experience

Communication skills

Customer-centric mindset

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.