Customer Service Agent

Overview

A key member of the Operations team, the Customer Service (CS) Agent (US) supports the success of the organization by assisting and taking ownership in various key functions including Customer Service, QA, Payments, internal staff training and any RG compliance – whilst handling direct and escalated service contacts from customers through telephone, live chat and email. The CS Agent ensures a high level of accuracy, transparency, timeliness, and compliance in the day-to-day operations.

To be successful in this role, the CS Agent (US) will require outstanding communication and interpersonal skills, the ability to prioritize workload, advanced knowledge of the Customer Service functions of a wagering organization and be experienced with creating and reviewing training documents and employee training. You must be willing and able to work a rotating 7-day roster which will include weekend and night shifts when required.

• Ensure all required customer service activities are completed to Dabble’s high standard of customer communication, including the prompt support of customers via all channels (Live Chat, Email, Phone)
• Assist in the creation/implementation of CS policy/documentation for training of staff members
• Resolve any contest inquiries regarding sporting rules & account and billing inquiries
• Build effective relationships within the team/company
• Ensure the needs of the customer are always the primary focus
• Assist the wider company by fulfilling any ad hoc roles as may be required from time to time
• Assist in creation and settling of Fantasy entries/contests

• Experience in the gaming or Fantasy sports industry
• Experience in a Customer Service focused role
• Deep understanding of ticket management system functions
• Knowledge of US payments and banking systems
• Outstanding communication and interpersonal skills
• Able to work a rotating 7-day roster which will include weekend and night shifts when required
• Exceptional attention to detail and the ability to work well under pressure
• An analytical mind and inclination for problem solving
• A can-do attitude and ability to see the bigger picture

A person’s attitude is key, as the right individual will learn quickly and bridge any skill gaps. A Dabbler is a team player, eager to share and learn from colleagues. In our remote-first workplace, a collaborative approach is essential for empowering and developing each team member (for example, we value open communication through public channels on Slack for problem-solving and brainstorming).

A Dabbler maximizes their autonomy and enjoys contributing to the Dabble community. We understand that a fulfilling life extends beyond work, and we encourage our employees to prioritize self-care and well-being. This means taking breaks when needed, setting boundaries, and seeking support when facing challenges. We are committed to creating a safe environment where individuals feel comfortable discussing their wellbeing and accessing resources when necessary.

We hold a high regard for our peers – every idea is valued. We encourage you to think creatively, be bold, and aim to continuously set higher standards. Dabble originated from sharing ideas and continues to grow in this spirit. Dabble supports the empowerment of individuals at all levels of experience and seniority to take ownership of their work and confidently share their insights.

The advertised salary for this position is $45,000 USD - $55,000 USD + benefits with room to be flexible.

Our preference is for this role to be based in Austin, Texas. For the right candidate we would consider a fully remote position, however you would need to be based in one of the following states:
Texas, Nevada, Colorado, North Carolina, Florida, Illinois, New York, Connecticut, Pennsylvania.