Customer Support Representative (onsite)

Position Overview We are looking for a Customer Support & Risk Control Agent to support daily customer service operations and operational risk monitoring for our Brazil iGaming role is responsible for handling customer inquiries, resolving user issues, monitoring suspicious activities, and assisting in fraud prevention and account verification processes. The ideal candidate is detail-oriented, responsive, operationally disciplined, and capable of working in a fast-paced environment with high-volume user interactions. Experience in customer support, fraud monitoring, payment operations, or online platform operations is highly preferred. Professional English communication is required due to collaboration with the global team. Key Responsibilities Customer Support Operations •Handle customer inquiries through live chat, email, and other support channels. •Assist users with: - Account-related issues - Deposit and withdrawal inquiries - Bonus and promotion questions - Verification and KYKYC processes - Platform or gameplay concerns •Resolve customer issues efficiently while maintaining high service quality and professionalism. •Escalate complex or sensitive cases to the Team Lead or relevant departments when necessary. •Maintain accurate records and documentation within CRM or ticketing systems. Risk Control Operations •Monitor suspicious user activities and operational risks. •Assist in identifying: - Bonus abuse - Multi-accounting - Fraudulent behavior - Abnormal betting patterns◦Payment-related risks - Fake or suspicious KYKYC submissions •Conduct preliminary investigations and case reviews based on internal SOPs. •Escalate high-risk or unusual activities to the Risk Control Lead or Compliance team. •Support daily risk monitoring and reporting activities. Operational Support •Follow internal SOPs, compliance requirements, and operational guidelines. •Support operational reporting and case tracking when required. •Maintain confidentiality and proper handling of sensitive customer information. •Participate in training, process improvement, and operational meetings. •Work collaboratively with Customer Support, Payments, Compliance, and Operations teams. Must Have •1‒3 years of experience in Customer Support, Operations, Risk Control, or related functions. •Strong communication and problem-solving skills. •Ability to handle high-volume customer interactions professionally. •Strong attention to detail and risk awareness. •Ability to work in a fast-paced and shiftft-based environment. •Basic understanding of operational processes and customer handling. •Professional English communication skills. Nice to Have •Experience in iGaming, sportsbook, casino, fintech, e-commerce, or internet platform industries. •Experience handling: - KYKYC verification - Fraud monitoring - Payment support - CRM or ticketing systems - Live chat support operations •Experience working in 24/7 support environments. •Portuguese and English bilingual capability. Ideal Candidate Profile •Customer-oriented with strong service mindset. •Detail-oriented and operationally disciplined. •Able to identify suspicious activities and escalate appropriately. •Fast learner with strong adaptability in startup environments. •Team player with strong execution capability