Customer Service Agent

We’re seeking a Part‑Time Customer Service Agent to join the Customer Operations team at Points Bet Canada. This role puts the customer at the centre of everything we do — delivering timely, accurate, and friendly support across our Sports book and Casino products. You’ll be on the front line of the customer experience, helping resolve inquiries, supporting gameplay questions, and ensuring every interaction reflects Points Bet’s commitment to excellence, fairness, and responsible gaming.

Points Bet was originally founded in the sports wagering market of Australia. It has quickly become one of the fastest growing and most dynamic sports book and iGaming companies in the world. Since the launch of the regulated gaming market in Ontario, Points Bet Canada has been at the forefront of the industry with its leading sports betting products and casino experience, offering best‑in‑class entertainment with unmatched customer satisfaction.

We provide an opportunity for our people to work in an environment that is rewarding, fun, and challenging. Our proprietary sports book platform and our commitment to an in‑house approach power unrivalled innovation and personalized experiences that our customers cannot get anywhere else.

Our partnerships with leading sports organizations, teams, and leagues provide both our customers and team members with the opportunity to experience first‑hand the thrill of an overtime goal and a buzzer beater!

• Commercial Partner of the Toronto Maple Leafs, Toronto Raptors, Toronto FC, and Toronto Argonauts
• Commercial Partner of Club Link Canada
• Authorized Betting Operator of the National Basketball Association (NBA)
• Authorized Betting Operator of the Women’s National Basketball Association (WNBA)

There is no greater time than now to join the Points Bet Sports book and Casino team

You are dedicated to delivering exceptional customer experiences and supporting your teammates. You take pride in being reliable, detail‑oriented, and customer‑focused, even in fast‑paced or high‑volume environments. You value clear communication, fairness, and integrity, and you have a genuine interest in sports, online gaming, and gambling as a form of entertainment.

• Provide professional, timely, and accurate support to customers via live chat, email, and other support channels.
• Assist customers with account inquiries, gameplay questions, payments, promotions, and technical issues across Sports book and Casino products.
• Resolve customer issues efficiently while ensuring compliance with regulatory, security, and responsible gaming standards.

• Deliver a consistently positive and empathetic customer experience that reflects Points Bet’s brand and values.
• Identify customer pain points and elevate trends, recurring issues, or feedback to internal teams for continuous improvement.
• Support responsible gaming initiatives by recognizing risk indicators and following escalation protocols when required.

• Adhere to all internal policies, procedures, and regulatory requirements within the Ontario iGaming market.
• Maintain accurate records and documentation for customer interactions and escalations.
• Meet individual and team performance metrics, including response times, quality standards, and customer satisfaction scores.
• Work closely with fellow Customer Service Agents, Payments, Trading, and Operations teams to ensure seamless customer support.
• Manage multiple inquiries simultaneously while maintaining attention to detail and service quality.
• Demonstrate flexibility to work evenings, weekends, and peak sports periods as required.

• Previous experience in customer service, call centre, or online support roles (gaming, fintech, e‑commerce, or regulated industries an asset).
• Strong written and verbal communication skills with the ability to explain complex information clearly and calmly.
• Comfort navigating multiple systems and tools while handling live customer interactions.

• Empathetic, patient, and solutions‑oriented approach to customer support.
• Ability to remain…