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The Player Success Agent is responsible for the operational day-to-day assessments, interaction and reviews of customers.

Job responsibilities include:

• Dealing with inbound customer communications, including bonus/promotional queries, questions around specific sports/esports markets and dealing with account queries around customer login, detail change and account closure.

• Knowing which team to escalate inbound queries, if necessary.
• Dealing with customers who display signs of problem gambling through interaction with yourself. Knowing how to spot the signs and the subsequent action required.
• Dealing with multiple queries at a time, staying focussed and replying in a timely manner to customers.

• Handling new AML/SG triggers and alerts from start to end in real-time, including conducting thorough risk assessments, interacting and full audit logs.
• Handing PEPs, Sanctions and adverse Media checks in real-time, along with a full audit log..
• Interacting with customers (inbound and outbound) via calls, chats and emails regarding any topic related to Midnite.
• Working with the Trading team in real-time to identify accounts of note and any subsequent actions.
• Preventing and identifying all types of fraud on accounts, blocking accounts where necessary.
• Identifying any risks associated with new users in real time, and handling them appropriately on a risk-based approach.
• Detailed handover with the day team, referring accounts of note notes or accounts to watch, escalating high-risk accounts as required

Requirements

• Working under pressure - Working in real time, ensuring you react to alerts quickly, particularly in a faced paced environment.
• Analytical - The ability to take data, process it and make necessary conclusions and actions off the back of it.
• Communication skills - Strong verbal and written communication skills, to interact with customers and colleagues.
• Independant working - The ability to learn and take on information quickly and work independently at times.
• Proactive - The ability to search for suspicious customers/customers at risk before it is too late. Looking for the issues before they become more of a problem.
• The right fit - Here at Midnite, we are looking for someone who can fit in well with our culture and work closely with a small team.
• Fluent in Spanish and English

Working Hours:

• Requirement to work 4 in every 7 days, 9pm - 8am Brazilian time
• On a rotational basis with one other staff member

• Organised - The ability to juggle multiple tasks at once, whilst maintaining excellent standards

Benefits

• A ground-floor role in which you’ll be integral to our company culture and help shape the direction. You’ll be part of a growing community of Midnite employees, partners, investors, and advisors, all focused on our common goal. We love to do things together with regular company-wide meetups, games nights, and team retreats.
• Flexible long-term work options (remote and hybrid).
• Our team combines years of experience building world-class betting technology with deep esports and sports domain expertise. We are as intentional about building a durable company and inclusive culture as we are about perfecting our product, and are serious about flexible work and professional development.