Senior Associate Customer Experience

This role owns day-to-day player support for a UK-licensed online sports betting platform, resolving queries across live chat, email and voice, and ensuring every player interaction reflects the brand's promise of fast, friendly and responsible service. Success in this role looks like consistently high CSAT/NPS scores, fast first-response and resolution times, and player issues resolved right the first time, while correctly flagging responsible-gambling and compliance signals to the right teams. The role sits within Managed Shared Services team, supporting the client's UK player base across time

zones.

Roles & Responsibilities:

• Handle inbound player queries across live chat, email and phone relating to account access,
• deposits/withdrawals, bet settlement, promotions and bonus terms
• Verify player identity and support KYC document checks in line with UK Gambling Commission
• requirements, escalating unresolved cases to the compliance team
• Identify and action responsible gambling signals (e.g., deposit limit requests, time-outs, self
• exclusion) in line with the client's safer gambling policy
• Investigate and resolve bet settlement disputes, payment failures and account-access issues,
• liaising with Payments, Trading and Fraud teams as needed
• Meet agreed SLAs for first response, resolution time and quality/CSAT scores across all channels
• Maintain accurate case notes and player interaction history in the CRM/ticketing system
• Escalate recurring issues, bugs or policy gaps to the Team Lead or client stakeholders to drive
• product and process improvement
• Work flexible/rotational shifts to cover UK business hours, weekends and major sporting events

Years of Experience: 4 – 6 Years

Key skills:

Must have skills:

• Proven experience in customer support (voice and non-voice / BPO environment), ideally within
• iGaming, fintech, e-commerce or telecom
• Working knowledge of KYC/AML basics and responsible gambling principles, or a demonstrated
• ability to learn quickly
• Excellent written and verbal English communication skills, with a neutral, UK-friendly accent for
• voice support

Good to have skills:

• Prior experience supporting a UK or European licensed gambling/betting operator
• Familiarity with support tools such as Zendesk, Intercom, Freshdesk or Salesforce Service Cloud
• Exposure to payment gateway or card/e-wallet dispute handling