Customer Support Agent

Duelbits

Customer Support Agent delivering personalized support for users in a crypto-native entertainment platform. Managing user interactions across live chat, email, and other communication channels.

Posted 7/5/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in user support within the iGaming industry, focusing on effective communication, problem-solving, and adherence to compliance standards. Proficient in managing sensitive user interactions and maintaining detailed documentation of user interactions and outcomes.

Highest-signal resume keywords

Customer Support ExperienceProblem-Solving SkillsExcellent Communication SkillsAttention to DetailKnowledge of iGaming

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

User SupportAccount ManagementTransaction ProcessingFraud DetectionCompliance ProceduresDocumentationSOP AdherenceService Level AgreementsGaming RegulationsCryptocurrency Knowledge

Soft Skills

Interpersonal SkillsOrganizational SkillsCalm Under PressureRapport BuildingAdaptability

Industry Keywords

IGamingDigital EntertainmentResponsible GamingUser SafetyFast-Paced Environment

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

1-3 years’ experience in customer support roles, ideally within iGaming or a digital-first environment
Ability to build rapport and create positive, lasting experiences for players
Strong problem-solving skills with the ability to deliver timely, effective resolutions
Excellent written and verbal communication skills with fluent English
Strong organisational skills and attention to detail
Ability to operate in a fast-paced, always-on environment
Interest in crypto, gaming, sports, or digital entertainment is a strong plus

Benefits

Comp & perks

Competitive service fees with performance-linked upside
Remote-first, international collaboration model
Ongoing development and opportunities to expand your expertise within iGaming and crypto
Clear progression path towards senior support responsibilities as experience and impact grow