Customer Service Representative
As a Customer Service Representative, you will be the first point of contact for players, delivering timely, empathetic, and effective assistance across live chat, email, and social media. You will also play a key role in customer verification processes and ensuring compliance with KYC/AML requirements across multiple jurisdictions. This dual focus on player experience and operational integrity makes the role essential to both customer satisfaction and regulatory compliance.
- Provide professional and efficient player support via live chat, email, and social media on issues related to account access, payments, promotions, gameplay, and responsible gaming.
- Review and verify player-submitted documents using internal systems and third-party verification platforms.
- Conduct basic risk-based assessments aligned with internal KYC and AML policies.
- Identify and escalate suspicious activity such as mismatched documentation, multi-accounting, or fraud.
- Educate players on platform features, terms and conditions, and responsible gambling tools.
- Accurately document all customer interactions and verification processes in internal systems.
- Collaborate with internal teams such as AML, Compliance, Payments, and Responsible Gaming to support case resolution.
- Assist with the review and basic translation of internal documents and player communications to ensure clarity and regulatory alignment.
- Ensure all actions comply with relevant licensing requirements for all jurisdictions operated in.
- Perform additional tasks as assigned by the management team.
- 1+ year of experience in a customer service or support role, preferably in iGaming or another regulated industry. (required)
- Fluent in English; additional languages such as Japanese, Korean, Swedish, or Spanish are an asset. (required)
- Strong communication and interpersonal skills. (required)
- Analytical mindset with excellent attention to detail. (required)
- Ability to follow procedures and maintain discretion with sensitive information. (required)
- Comfortable working in a shift-based environment, including nights, weekends, and holidays. (required)
- Basic familiarity with online platforms, payment systems, and KYC procedures. (required)
- Experience working across multiple regulatory jurisdictions. (preferred)
- Familiarity with tools such as Zendesk, Salesforce, or similar platforms. (preferred)
- Basic understanding of AML and responsible gambling practices. (preferred)
Pinnacle, formerly known as Pinnacle Sports, is an online bookmaker established in 1998. It is known for a "gimmick-free" approach that focuses on offering low margins, high betting limits and competitive odds rather than bonuses or promotions. This model allows it to welcome winning bettors, who it claims win more than at typical bookmakers. Pinnacle operates internationally and is headquartered in Birkirkara, Malta.