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About the Role

As a Customer Service Agent at Dabble, you will play a key role in delivering outstanding support across live chat, email, and phone, ensuring every interaction is handled with professionalism, empathy, and efficiency. You will work closely with various teams to resolve customer inquiries, support responsible gambling initiatives, and contribute to improving the customer experience.

Responsibilities

• Deliver exceptional customer support across live chat, email and phone.
• Resolve customer enquiries, complaints and escalations with professionalism, empathy and efficiency.
• Accurately investigate, document and track customer interactions to ensure timely resolution.
• Identify and escalate suspicious activity, potential fraud and policy breaches in line with compliance requirements.
• Work closely with Trading & Risk, Product and Technology teams to share customer feedback and contribute to continuous improvements.
• Champion the customer experience by advocating for customer-first solutions across the business.
• Support Dabble's Responsible Gambling obligations by identifying and responding appropriately to at-risk customer behaviour.
• Maintain up-to-date knowledge of Dabble's sports betting and gaming products to provide accurate, confident support.
• Assist with wider operational initiatives and provide support across Customer Operations when required.

Requirements

• Experience in a customer service role with a passion for delivering exceptional customer experiences.
• Experience within the online wagering or gaming industry (highly regarded).
• Experience using Intercom or similar customer support platforms.
• Excellent communication and interpersonal skills with a customer-first mindset.
• Strong attention to detail with the ability to prioritise competing workloads in a fast-paced environment.
• An analytical mindset with strong problem-solving skills.
• A proactive, adaptable attitude and willingness to support the wider team.
• The ability to build strong relationships and collaborate effectively across multiple teams.
• A genuine passion for sport, customer service and creating positive customer experiences.
• The right person will be able to learn quickly and adapt to any skill gaps.
• A Dabbler is always a team player, with a willingness to share with and learn from others.
• Collaborative working styles are crucial to empower and grow each individual member.
• Uses their freedom of autonomy to its absolute potential and enjoys contributing to the Dabble community.
• Respect for peers is highly valued.
• Encourages thinking differently, being brave and striving to always raise the bar.
• Embraces empowerment of all people at any level of seniority and experience to ‘own their work’ and ‘talk their book’ wherever they can.
• Prioritises self-care and well-being, including taking breaks, setting boundaries, and seeking support when facing challenges.
• Comfortable discussing wellbeing and accessing resources when necessary.

Skills

• Customer service
• Intercom or similar customer support platforms
• Communication skills
• Interpersonal skills
• Attention to detail
• Problem-solving skills
• Adaptability
• Collaboration
• Passion for sport
• Passion for customer service

Location

• Australia

Work Type

• Remote-friendly
• Hybrid

Experience Level

• Entry level

Salary/Compensations

• $70,000 - $74,000 + Super + Benefits

Benefits

• Five weeks of paid annual leave
• Paid parental leave for both primary and secondary caregiver
• Sponsored flights to network of offices for staff and spouse/immediate family
• Flexibility with working hours
• Sponsorship of access to the Sonder app for employees and their families with 24/7 support
• Up to 10% annual cash bonus based on Company performance metrics
• Dabble Day Dividend: all Dabblers split the day’s revenue evenly on our birthday each year.

About the Company

• Dabble has been operating a licensed sportsbook under the NTRWC since 2021 in Australia.
• The company aims to deliver extraordinary and immersive socialized betting experiences through genuine interaction and engagement.
• Global operations span multiple markets, including the United States (Daily Fantasy Sports app) and the UK.
• Dabble fosters a culture of fun, celebration, community, evolution, and focus.
• The company encourages a flexible work environment, allowing employees to choose their work setting (office, home, or other locations).
• Dabble values collaboration, idea sharing, and provides scheduled focus time for deep thought.
• Annual convention, Dabblecon, brings the team together to celebrate successes and plan for the future.
• Dabble believes in empowering all employees to 'own their work' and 'talk their book'.