Support Operations Agent

Support Operations Agent Support Operations Agent: join a 24/7 multilingual team blending frontline customer care with KYC, payments, and risk management. Our client is seeking a detail-oriented Support Operations Agent to join their 24/7 multilingual team. This hybrid role combines front-line customer support with back-office operations, including KYC verification, payment reviews, and queue management across Customer Support and Risk & Fraud Prevention functions. The successful candidate will coordinate between customers, internal teams, and external providers while managing multiple workflows in a fast-paced environment. Key Responsibilities Customer Support Handle customer inquiries via live chat and email related to account access, verification, bonuses, game issues, and payments Communicate professionally in English; additional languages such as Turkish, Portuguese, Arabic, or Spanish are considered an asset Escalate complex cases and follow up to resolution while maintaining accurate CRM records Stay up to date with platform updates, promotions, and internal procedures while meeting SLA and quality KPIs KYC & Compliance Review and process KYC documentation, including identification, proof of address, and source of funds checks Flag incomplete, inconsistent, or suspicious submissions to the relevant Compliance or Risk teams Maintain accurate and audit-ready records Deposits, Withdrawals & Payments Monitor and process pending deposits and withdrawals across various payment providers and brands Escalate transactions requiring manual review and liaise with providers regarding issues or delays Identify suspicious activity patterns and ensure all actions comply with internal procedures and player protection measures Quality & Operational Efficiency Meet individual and team targets related to customer satisfaction, response times, and service levels Maintain high-quality standards across customer interactions and operational tasks Identify recurring issues and contribute to process and SOP improvements Requirements Essential Fluent English with strong written communication skills 1–2+ years of experience in customer support, operations, or a similar service-focused role Strong attention to detail and ability to handle sensitive financial and identity-related information Ability to prioritise multiple tasks and queues in a fast-paced environment Familiarity with CRM, helpdesk, and back-office systems Preferred Experience within iGaming, sports betting, fintech, or crypto industries Previous exposure to KYC, payments, or Risk & Fraud Prevention operations Experience using platforms such as Zendesk, Intercom, Freshdesk, or similar tools Additional language skills in Turkish, Portuguese, Arabic, or Spanish Locations Malta Remote status Hybrid Employment type Full-time About iTalent PLUS As iGaming recruitment specialists, at iTalent PLUS, we take pride in our role as matchmakers between exceptional talent and forward-thinking employers. From tackling personal decisions to reaching important milestones, our job is to guide you on the path of success. We are fueled by our commitment to excellence and go the extra mile to make sure our clients are fully satisfied with our work. Founded in 2022