Technical Customer Support Agent (Shifts/Miami Beach)

Arena Entertainment; Miami Beach (FL); On-site; USD 42,000 - 54,000; Full time

Job summary

Arena Entertainment in Miami Beach is seeking Technical Customer Support Agents to join our dynamic team. You will be the first point of contact for players, delivering empathetic, accurate responses via email and ensuring a seamless experience across interactions.

This shift-based role requires ownership, flexibility, and the ability to manage multiple inquiries while upholding internal procedures and quality targets.

Qualifications

• Experience in customer support is helpful but not essential.

Responsibilities

• Provide fast, accurate, and friendly support to our players via email.
• Investigate and resolve issues related to accounts, gameplay, transactions and bonuses.
• Educate players about available features, promotions, procedures.
• 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

Customer support

iGaming

Zendesk

Intercom

KYC

Written English

Attention to detail

Ownership

Team player

Shift work

Collaboration

Tools

Back-office tools

Job description

About Us

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 2025! 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.

• Educate players about available features, promotions, procedures.

• 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