Customer Success Advisor

About the role

The Customer Success team manages inbound and outbound contacts, KYC, fraud, risk, and payment flows for our Sportsbook platform. You will use third‑party KYC providers and detection techniques to identify high‑risk accounts, investigate suspicious activity, and support customers across multiple channels.

Key responsibilities

• Deliver exceptional customer support across multiple channels (calls, email, webchat, social media).
• Address and resolve customer queries efficiently, escalating complex issues when necessary.
• Provide clear, accurate, and timely technical and general support to customers.
• Perform KYC checks and support the verification process, including document review and age/security checks.
• Monitor and assess potential fraud and suspicious activity using available systems and tools.
• Maintain accurate records and data entry related to customer interactions and account status.
• Assist with account administration tasks such as payments, withdrawals, and chargebacks.
• Follow internal procedures and ensure compliance with regulatory requirements.
• Contribute to the continuous improvement of customer experience and support operations.
• Act as a brand ambassador, fostering trust and loyalty through effective communication.

Required profile

• Experience in the iGaming industry or a related field with a strong customer service background.
• Excellent written and verbal communication skills in English.
• Familiarity with Anti‑Money Laundering (AML) and Responsible Gaming regulations.
• Ability to manage multiple tasks effectively in a dynamic environment.
• Strong team player with a proactive “can‑do” attitude and ability to work independently.
• High level of accuracy and attention to detail, especially in data handling.
• Experience with KYC, fraud detection, payments, or risk management is a plus.
• Proficient in Microsoft Office and comfortable with digital platforms and mobile apps.
• Quick learner with the ability to adapt to new tools, systems, and processes.
• Comfortable using AI‑powered support tools (e.g., automated workflows, chat suggestions, fraud alerts).

Required skills

• Proficient in Microsoft Office.
• Comfortable using AI‑powered support tools (e.g., automated workflows, chat suggestions, fraud alerts).

What we offer

• Private Healthcare Scheme – available after 3 months.
• Contributory Pension Plan.
• Group Life and personal accident cover with COVID cover extension.
• Employee transit support.
• Breakfast allowance.
• Leave entitlement.
• Celebration moments.
• Learning and development options.