Customer Support & KYC Agent [PT-BR & EN]

Welcome to

CRUNCHEQUATION MARKETING DIGITAL MEDIA LTDA , a consulting company dedicated to empowering businesses through services that drive success and growth. We specialize in Customer Support, Marketing, Design, SEO, Technology, and Operational Solutions.

We are looking for a

Customer Support & KYC Agent

with experience in the

iGaming industry

to provide exceptional customer service while ensuring efficient and compliant Know Your Customer (KYC) verification processes. The ideal candidate is customer-oriented, detail-driven, and capable of balancing excellent support with regulatory compliance in a fast-paced environment.

Key Responsibilities Deliver outstanding customer support via live chat, email, and other communication channels, assisting players with inquiries related to accounts, payments, bonuses, promotions, technical issues, and platform functionality.

Provide fast, friendly, and accurate responses to ensure a high level of customer satisfaction.

Guide players through the KYC verification process, explaining documentation requirements and assisting them until the verification is completed.

Review and verify identity documents, proof of address, and other required documentation in accordance with internal policies and regulatory standards.

Perform Know Your Customer (KYC) and Anti-Money Laundering (AML) checks to ensure compliance with applicable regulations.

Support payment-related processes by assisting with deposits, withdrawals, refunds, and account verification when required.

Identify inconsistencies, suspicious activities, or potential fraudulent behavior and escalate cases to the appropriate internal teams.

Educate customers on bonus terms, wagering requirements, promotions, and responsible gaming practices.

Maintain accurate records of customer interactions, verification activities, and case resolutions within CRM and internal systems.

Follow up on pending requests and coordinate with internal departments to ensure timely resolution of customer issues.

Collaborate closely with the Compliance, Payments, Risk, and Operations teams to improve customer experience and operational efficiency.

Ensure compliance with company policies, KYC/AML requirements, data protection regulations, and responsible gaming standards.

Contribute ideas and feedback to continuously improve support processes and verification procedures.

Requisitos

Requirements At least 1 year of experience in Customer Support, KYC, Payments, or similar roles, preferably within the iGaming, FinTech, or e-commerce industries.

Solid understanding of KYC, AML, and identity verification processes.

Experience using CRM platforms, ticketing systems, and customer support tools.

Fluency in

English

and

Brazilian Portuguese

, both written and spoken.

Excellent communication, interpersonal, and problem-solving skills.

Strong attention to detail and the ability to handle sensitive and confidential information.

Ability to work independently while thriving in a collaborative and fast-paced environment.

Customer-focused mindset with empathy, patience, and professionalism.

Knowledge of responsible gaming policies and fraud prevention practices is considered an advantage.

Familiarity with payment providers, verification tools, or fraud detection systems is a plus.

Vantagens

What We Offer A collaborative, innovative, and international work environment.

The opportunity to work with exciting brands and projects in the iGaming industry.

Competitive salary and benefits package.

Ongoing learning and professional development opportunities.

Career growth opportunities within a rapidly expanding organization.

If you are passionate about delivering exceptional customer experiences while ensuring secure and compliant operations, we would love to hear from you.

Join CrunchEquation and help us create a safe, seamless, and outstanding experience for our players.