Duelbits

Customer Support

• Provide professional, accurate, and timely user support via live chat and email channels
• Communicate clearly and effectively with users, setting realistic expectations and maintaining a consistent brand tone
• Manage complex or sensitive user interactions in a calm, professional manner
• Support users with account-related matters, including verification, account restrictions, and responsible gaming requests
• Assist with deposits, withdrawals, transaction statuses, and basic cryptocurrency-related inquiries in accordance with security and compliance procedures
• Resolve gameplay, betting, bonus, and promotion-related issues in line with platform rules and terms
• Clearly explain Company terms, wagering requirements, limits, and platform policies to users
• Identify, document, and escalate potential fraud, abuse, or suspicious activity in accordance with internal procedures
• Support responsible gaming initiatives, prioritising user safety and regulatory compliance at all times
• Accurately document all user interactions, actions taken, and outcomes within internal systems
• Follow standard operating procedures (SOPs), service level agreements (SLAs), and escalation protocols
• Collaborate with second-line support and relevant internal teams to ensure effective resolution of escalated issues
• Maintain up-to-date knowledge of Company products, features, and platform changes
• Work assigned shifts in accordance with operational requirements and ensure effective handovers between shifts
• Support continuous service availability through adherence to schedules, processes, and quality standards

Customer Support Agent

Manager

• Support the management of assigned VIP players in line with defined segmentation, tiers, and engagement frameworks
• Monitor player activity, behaviour, and engagement signals, escalating risks or opportunities to the Senior VIP Manager
• Assist with execution of incentives, bespoke offers, limits, and re-engagement actions within agreed guidelines
• Maintain accurate records of player interactions, offers, and portfolio actions
• Deliver proactive, timely communication with VIP players to support engagement and retention
• Assist with onboarding new VIP players and ensuring a smooth early-stage experience
• Support reactivation and retention initiatives designed by senior VIP leadership
• Contribute observations on player preferences, behaviour, and feedback
• Surface insights on player behaviour, preferences, and engagement patterns
• Build understanding of player value, incentives, and lifecycle dynamics
• Contribute to discussions around player treatment and optimisation
• Support VIP-related initiatives across CRM, social, and partnerships
• Assist in executing VIP benefits, promotions, and experiences
• Engage with community touchpoints where relevant

Junior VIP Manager

QA Engineer

• Plan, prepare, and execute testing activities across assigned features, projects, releases, and change requests
• Perform functional, regression, usability, compatibility, exploratory, and API testing
• Validate delivered functionality against business requirements, acceptance criteria, technical specifications, and user expectations
• Ensure appropriate test coverage while identifying and communicating testing risks, assumptions, and potential gaps
• Provide testing estimates and contribute to delivery planning activities where required
• Create and maintain test plans, test cases, test scripts, and supporting QA documentation
• Collaborate closely with Product and Development teams to investigate issues and validate fixes
• Support root-cause analysis activities and contribute recommendations aimed at reducing recurring issues
• Coordinate and execute regression testing activities across releases and product updates
• Assess release readiness from a QA perspective and communicate testing outcomes, risks, and recommendations
• Provide regular updates on testing progress, blockers, risks, and quality concerns
• Identify opportunities to improve testing efficiency, tooling, automation, quality controls, and QA processes
• Share testing approaches, lessons learned, and best practices with the wider QA team

Community Manager

• Own the day-to-day management of Duelbits’ Discord server as the primary community hub.
• Manage server structure, onboarding flows, moderation systems, bots, roles, and engagement frameworks.
• Keep the community active through events, giveaways, prediction contests, sports moments, and product activations.
• Lead and coordinate moderators and community executives across time zones.
• Support Telegram and on-site community features alongside Discord.
• Amplify social and marketing content across community channels to drive engagement and conversation.
• Maintain an active presence across Reddit, Bitcointalk, Telegram groups, forums, and external Discord communities.
• Monitor conversations, respond to questions, and engage authentically within crypto and gaming communities.
• Track brand mentions, player sentiment, and competitor community activity.
• Escalate complaints, reputation concerns, or recurring issues internally where required.
• Build relationships with community members, moderators, creators, and influential voices within the space.
• Plan and execute community activations including contests, AMAs, watch parties, giveaways, and prediction events.
• Support launches, partnerships, ambassador moments, and promotional campaigns through community channels.
• Develop initiatives that strengthen engagement, participation, and long-term community activity.
• Support ambassador and loyalty-style initiatives for highly engaged community members.

Risk

• Monitor, review, and validate crypto transactions across multiple blockchain networks (BTC, ERC-20, BNB, SOL, XRP, etc.).
• Monitor and approve fiat and crypto withdrawal activity while identifying transactional irregularities and technical discrepancies.
• Investigate suspicious activity linked to transactional behaviour, wallet activity, or payment flows.
• Escalate and report abnormal trends, vulnerabilities, or suspicious patterns without delay.
• Analyse casino performance and player activity daily to identify anomalies, abuse patterns, or exploitation attempts.
• Monitor wagering behaviour for bonus abuse, collusion, multi-accounting, or irregular gameplay activity.
• Assess high-risk and high-value player profiles, proposing mitigation or escalation actions where required.
• Conduct cross-checking investigations between accounts, wallets, devices, or behavioural patterns.
• Manage fraud alerts and flags through timely review, evaluation, escalation, and resolution.
• Conduct investigations into internally escalated concerns, transactional anomalies, or suspicious wagering activity.
• Analyse large datasets and SQL-driven reports to identify patterns, anomalies, or operational risks.
• Prepare structured summaries and recommendations based on investigative findings.
• Work closely with Compliance, Customer Support, Product, Payments, and Management teams on fraud and operational risk matters.
• Coordinate with external providers and verification partners where required.
• Contribute to continuous improvement of fraud detection frameworks, workflows, and monitoring processes.

Customer Support Agent

Junior VIP Manager

QA Engineer

Community Manager

Senior Fraud Risk Analyst