Customer Support Agent

Who we are

Duelbits is a crypto-native entertainment platform spanning casino, sportsbook, and Predict, where real-world outcomes become tradable markets.

Built for players who live online, move fast, and expect more, Duelbits operates at the intersection of crypto culture, gaming, and internet entertainment. We work globally, partner with top-tier brands and talent, and continuously push to do things differently.

What we are looking for

Duelbits is looking to engage Customer Support Agents to deliver personalised, human-first support in a world increasingly driven by AI-powered automation. Working alongside our Customer Support leadership team, you'll support players across live chat, email, and other communication channels while delivering a seamless customer experience. 

This opportunity is intended for experienced Customer Support professionals who have already worked within both the crypto and iGaming industries. As our players expect knowledgeable, accurate, and efficient support, we're looking for individuals who can confidently navigate crypto transactions, casino and sportsbook products from day one.

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.

What you bring

Core Capability 

• Minimum 1-3 years' experience in a Customer Support role within both the crypto and iGaming industries. This is an essential requirement. 
• Previous experience supporting players across online casino and/or sportsbook products. 
• Strong understanding of cryptocurrency transactions, wallets, deposits, withdrawals, and account-related support. 
• 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 effectively in a fast-paced, 24/7 environment. 

Advantageous Experience

• Experience working with sportsbook products and betting markets.
• Familiarity with Responsible Gaming and fraud prevention procedures.
• Experience using customer support platforms such as Zendesk, Intercom, LiveChat, or similar.
• Passion for crypto, gaming, sports, and digital entertainment.

What we offer

• 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.