Customer Support Specialist – Online Gambling (UK)
About the Role
Are you passionate about sports, iGaming, or trading? At Onyx Gaming, we’re redefining online gambling in the UK through, data-driven insights, and exceptional customer experiences. As a Customer Support Specialist, you'll become a key part of our player support team—offering fast, informed, and friendly assistance to our users across sportsbook, casino, and gaming products. If you thrive in high-energy environments and enjoy combining your love of sports or markets with meaningful customer interactions, this is the role for you.
Key Responsibilities
- Fast, Friendly Support: Handle all incoming customer contacts (emails, and chats).
- Prompt Case Handling: Ensure complaint cases, technical queries and Safer Gambling interactions are referred promptly.
- Email Service Excellence: Address all incoming email queries—such as account verification, deposit/withdrawal issues, and responsible gaming concerns.
- Case analysis: Assist with auditing and analysis of Ai and automation services.
- Team Contribution: Share successful player resolutions, feedback, or innovative support tips with the team to strengthen our focus on continuous improvement.
- Flexible Availability: Flexible working hours may be required to meet business requirements.
What We're Looking For
- Industry Enthusiast: You live and breathe sports, iGaming, or trading—and love helping others navigate these experiences with confidence.
- Customer Service Experience: Background in online betting, trading support, or gaming customer service highly preferred.
- Digital Agility: Confident using Microsoft Office Suite, online dashboards, and troubleshooting basic customer tech issues.
- Resilience & Empathy: Ability to deliver world-class service even under pressure—balancing speed, accuracy, and empathy in every interaction.
- Regulatory Savvy: Awareness of UKGC regulations, Safer Gambling practices, and secure account management protocols is a strong asset.
- Team Player: Comfortable collaborating with traders, product managers, and marketing teams to support time-sensitive campaigns and events.
Job Type: Full-time
Pay: £25,000.00-£28,000.00 per year
Additional pay:
- Bonus scheme
Benefits:
- Casual dress
- Company pension
- Free parking
- On-site parking
Schedule:
- Monday to Friday
Work Location: In person