About the Role
Onyx Gaming is redefining online gambling in the UK with data-driven insights and exceptional player experiences. As a Customer Support Specialist, you’ll be at the heart of our player support team delivering fast, informed, and friendly assistance across sportsbook, casino, and gaming products.
If you thrive in high energy environments and enjoy combining your passion for sports, iGaming, or trading with meaningful customer interactions, this role offers the perfect opportunity to grow in a dynamic and regulated industry.
Key Responsibilities
- Provide first-class support through live chat, email, and other support channels.
- Resolve account queries, login issues, and general customer enquiries.
- Process customer deposits, withdrawals, and payment-related requests.
- Complete customer verification (KYC) and document reviews in line with company procedures.
- Investigate routine payment queries, account discrepancies, and transaction issues.
- Maintain accurate customer records and case notes.
- Identify and escalate complaints, Safer Gambling interactions, and high-risk accounts.
- Detect potential fraud, account security concerns, and duplicate accounts, escalating where appropriate.
- Support operational reviews, quality checks, and AI/automation analysis where required.
- Educate customers on responsible gambling tools, account features, and company processes.
- Work collaboratively with internal teams to resolve customer issues efficiently.
- Share ideas and feedback to support continuous improvement.
- Maintain knowledge of UKGC regulations, company policies, and operational procedures.
- Work flexibly on a rota basis to support business requirements including evenings and weekend on a team shift pattern.
What We’re Looking For
Experience helps, but attitude is everything. We want people who roll their sleeves up, don’t get fazed when things get busy, and genuinely care about getting it right for the customer. This industry moves fast and isn’t always straightforward so resilience and a positive outlook go a long way here.
- A passion for sports, gaming, or the iGaming industry.
- Previous customer service experience, ideally within online gaming or financial services.
- Excellent written communication and problem-solving skills.
- Strong attention to detail and the ability to work accurately under pressure.
- Comfortable using Microsoft Office and multiple internal systems.
- An understanding of Responsible Gambling and regulatory requirements is desirable.
- A positive team player with a customer-first mindset.
- Able to adapt and stay calm in a fast-moving environment.
Join Us
If you’re someone who takes pride in their work, keeps a positive attitude when it gets tough, and wants to be part of a team that’s building something good we’d love to hear from you. Apply today. Hybrid working opportunities dependent on distance from office.
Pay: From £25,000.00 per year
Benefits:
- Casual dress
- Company events
- Company pension
- Free parking
- On-site parking
Application question(s):
- Why do you think most people gamble, and why do they keep gambling?
- When something goes wrong at work, how do you usually decide what was responsible?
- Why do processes exist in organisations, and when do they become a problem?
- Why do some people work much harder than others, even in the same role?
- What do you think separates people who improve over time from those who don’t?
- Why do some people stay stuck in the same problems for years?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Colchester CO3
