[Hiring] Customer Support Agent @Duelbits

Role Description

Duelbits is looking to engage Customer Support Agents to deliver personalised, human-first support in a world increasingly driven by AI-powered automation. We believe every interaction should feel genuine, personal, and effortless, making exceptional customer support a key part of the Duelbits experience.

Working alongside our Customer Support leadership team, you'll support players across live chat, email, and other communication channels, resolving a wide range of enquiries while delivering a seamless customer experience. This opportunity is designed for customer support professionals looking to grow within iGaming and crypto, who know how to build genuine relationships and communicate naturally with players.

What you will be doing:

• User Support & Communication:
  • 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.
• Account, Payments & Platform Support:
  • 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.
• Policy Application & Compliance:
  • 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.
• Documentation, Escalation & Process Adherence:
  • 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.
• Product Knowledge & Operational Excellence:
  • 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.

Qualifications

• 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

• 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.