Customer Success Advisor at LiveScore Group

The Role

• The Customer Success team's main responsibility is to manage contacts (inbound and outbound calls, emails, social media posts, and chats), KYC, fraud, risk, and payment flows across our Sportsbook platform. This role will involve using third-party KYC providers, as well as using a variety of detection techniques, to identify high-risk accounts, detect unusual activity, investigate, and then close suspicious accounts to reduce risk and prevent revenue losses for the company while also tending to customers via our support channels. The position calls for keen attention to detail, sound judgment, the capacity for multitasking, and the ability to efficiently and promptly manage workload.
• We don’t just lead; we innovate. Our cutting-edge products and immersive experiences set the standard, but it’s our people who truly make the difference. Every day, our team embody our values: adaptability, teamwork, a fan-driven approach, and an ever-curious mindset that fuels our ambition.
• As we scale and continue to create a culture that allows all employees to thrive, we know we need the most talented people with diverse backgrounds, perspectives and skills. If you’re good at what you do, come and join us. The more inclusive we are, the more amazing experiences we can create for our users.

Key Responsibilities

• Deliver exceptional customer support across multiple channels (calls, email, webchat, social media).
• Address and resolve customer queries efficiently, escalating complex issues when necessary.
• Provide clear, accurate, and timely technical and general support to customers.
• Perform KYC checks and support the verification process, including document review and age/security checks.
• Monitor and assess potential fraud and suspicious activity using available systems and tools.
• Maintain accurate records and data entry related to customer interactions and account status.
• Assist with account administration tasks such as payments, withdrawals, and chargebacks.
• Follow internal procedures and ensure compliance with regulatory requirements.
• Contribute to the continuous improvement of customer experience and support operations.
• Act as a brand ambassador, fostering trust and loyalty through effective communication.

Skills, Knowledge And Experience

• Experience in the iGaming industry or a related field, with a strong customer service background.
• Excellent written and verbal communication skills, fluent in English.
• Familiarity with Anti-Money Laundering (AML) and Responsible Gaming regulations.
• Ability to manage multiple tasks effectively in a dynamic environment.
• Strong team player with a proactive, “can-do” attitude and ability to work independently.
• High level of accuracy and attention to detail, especially in data handling.
• Experience with KYC, fraud detection, payments, or risk management is a plus.
• Proficient in Microsoft Office and comfortable with digital platforms and mobile apps.
• Quick learner with the ability to adapt to new tools, systems, and processes.
• Comfortable using AI-powered support tools (e.g., automated workflows, chat suggestions, fraud alerts) to enhance efficiency and accuracy.

What can we offer?

• Private Healthcare Scheme – available after 3 months
• Contributory Pension Plan
• Group Life and personal accident cover with COVID cover extension
• Employee transit support
• Breakfast
• Leave entitlement
• Celebration Moments
• Learning and development options