Customer Service Agent

About Fanatics Momentum
Fanatics Momentum is building the UAE's leading regulated commercial gaming operator. Licensed by the General Commercial Gaming Regulatory Authority (GCGRA), we operate across lottery, iGaming, sportsbook, and digital content, combining Momentum's regional foundation with Fanatics' global product, technology, and scale. The business is ambitious, well-resourced, and moving fast. If you want to help build a category-defining operator in one of the world's most exciting regulated gaming markets, this is the right time to join.

Job Overview

The Customer Service Agent will be the first point of contact for our players, providing high-quality assistance and resolving queries related to our online gaming platforms, including account issues, bonuses, deposits/withdrawals, and gameplay inquiries. The role is key in delivering a superior customer experience in line with company values, ensuring players are informed, engaged, and satisfied with their gaming experience.

 
Key Responsibilities

• Provide real-time support to players via live chat, email, and occasionally by phone in a fast-paced, 24/7 environment.
• Handle queries related to registration, account verification (KYC), responsible gaming, transactions, game rules, and promotions.
• Guide players through troubleshooting steps for technical issues (login problems, game performance, etc.).
• Monitor and escalate suspicious or fraudulent activity according to internal procedures and regulatory guidelines.
• Collaborate with internal departments to resolve complex issues.
• Stay informed of the latest platform features, games, promotional offers, and industry regulations.
• Maintain accurate records of customer interactions and follow up on open issues to ensure resolution.
• Meet performance KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT).
• Contribute to the development of FAQs and knowledge base content.

Required Qualifications

• Previous experience in a customer support role, ideally within the iGaming/Lottery, tech.
• Excellent written and verbal communication skills in English and Arabic.
• Familiarity with online casino/lottery and/or sportsbook platforms and terminology.
• Strong problem-solving skills and attention to detail.
• Comfortable working in a high-pressure, fast-paced environment.
• Tech-savvy with the ability to quickly learn and navigate multiple systems (CRM tools, chat platforms, back-office systems).
• Ability to work flexible hours, including evenings, weekends, and holidays.

Shift Structure:

Rotational shift patterns (including weekends and public holidays)

At Fanatics Momentum, we’re proud to be a fair, transparent, and inclusive employer. We value diversity, collaboration, and innovation, and we’re committed to creating an environment where every team member can thrive. If you’re ready to grow your career and help us build Momentum, we’d love to hear from you.