Technical Customer Support Agent (Shifts/Miami Beach)

Arena Entertainment; Miami (FL); On-site; USD 36,000 - 54,000; Full time

Job summary

Arena Entertainment is seeking Technical Customer Support Agents to join the Miami Beach team. You will be the first point of contact for players, delivering empathetic, accurate assistance across emails and supporting KYC processes.

The role requires flexibility and ownership, with the ability to manage multiple inquiries in a fast-paced, shift-based environment while maintaining high-quality service across departments.

Qualifications

• Previous experience in customer support, ideally within iGaming.
• Strong written and verbal communication in English.
• Ability to work in a fast-paced, shift-based environment.
• KYC and payment processes understanding is a plus.
• Proactive mindset with ownership of issues from start to resolution.

Responsibilities

• Provide fast, accurate, and friendly support to players via email.
• Investigate and resolve issues related to accounts, gameplay, transactions and bonuses.
• Assist with KYC verification processes
• Identify issues and flag them to relevant departments
• Collaborate with teammates and other departments to support service-level targets

Skills

Communication skills

Ownership mindset

Attention to detail

Team player

Adaptability

Tools

Zendesk

Intercom

Back-office tools

Job description

We’re a digital entertainment company creating engaging online platforms people love. Since 2021, we’ve been building something different. Our brands include MetaWin, WOW Vegas, BetZoo Media, and Rolla, with more launching in 2026! Operating from London, Malta, Gibraltar and Miami.

About The Role

We’re looking for a team of Technical Customer Support Agents to join our team in Miami Beach. As a first point of contact for our players, you’ll be responsible for delivering exceptional service, resolving inquiries efficiently, and maintaining a seamless experience across every interaction.

This is a shift-based role that requires flexibility and a sense of ownership.

You’ll handle a variety of player inquiries across emails always ensuring empathy, accuracy, and compliance with internal procedures.

Your responsibilities

• Provide fast, accurate, and friendly support to our players via email
• Investigate and resolve issues related to accounts, gameplay, transactions and bonuses.
• Assist with KYC verification processes
• Identify issues and flag them to relevant departments
• Collaborate with teammates and other departments to support service-level targets

What We Are Looking For

• Previous experience in customer support, ideally within iGaming, is desirable but not essential
• Tech-savviness is preferred, especially experience with email platforms such as Zendesk, Intercom, and back-office tools
• A good understanding of KYC and payment processes and tools would be an advantage
• Strong written and verbal communication skills in English, with the ability to explain complex information in a clear, concise, and user-friendly manner.
• Strong attention to detail and accuracy when reviewing account information, transactions, or verification documents
• A proactive mindset and willingness to take ownership of player issues from start to resolution
• A flexible, positive attitude and commitment to delivering a smooth and fair customer experience
• Ability to work efficiently in a fast-paced, shift-based environment and handle multiple tasks at once
• A team player who communicates clearly with colleagues and supports collaboration across departments