Customer Support Specialist

Customer Support Specialist | Sportmarket, Belgrade

Sportmarket Limited is an international company providing services to online sports betting operators worldwide, including marketing, consulting and web development. We are growing and looking for a Customer Support Specialist to join our support team in Belgrade.

You will be the first point of contact for our customers, mainly via live chat and email, helping them with account, betting and payment questions. A large share of our payments is made in cryptocurrencies, so a basic knowledge of crypto is required for this role. If you enjoy sports, solving problems and fast-paced work where accuracy and teamwork matter, we would like to hear from you.

Working hours: support runs from 08:00 to 23:00, seven days a week, in rotating morning (08:00 to 16:00) and afternoon/evening (15:00 to 23:00) shifts. The position involves a 40-hour working week, with a combination of morning and afternoon shifts. Typically, employees work three morning shifts and two afternoon shifts per week. Morning shifts are worked from our Belgrade office and afternoon/evening shifts from home. Regular availability for evening and weekend shifts is required.

What you will do

• Communicate with customers via live chat and email, answering their questions quickly, clearly and accurately in English
• Help customers with account access, verification status and questions about our betting platform
• Answer questions about bets, such as placement, odds, markets and settlement
• Understand what is happening with a customer's deposit or withdrawal, both crypto and fiat, and explain it in simple terms
• Spot red flags, inconsistencies or unusual activity and escalate them to the relevant team
• Work closely with other teams to resolve more complex cases
• Stay up to date with sports events, betting markets, our products and internal procedures, and suggest improvements to how we work
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What you need

• At least 2 years of experience in customer support, ideally in live chat or a high-volume environment
• Excellent written English, as all customer communication is in English
• Basic knowledge of cryptocurrencies is a must: how wallets, exchanges and crypto transactions work
• A patient, empathetic approach to customers
• Strong analytical and problem-solving skills, with an eye for detail and for things that do not add up
• A methodical and practical way of working, with clear and direct communication
• A proactive, solution-oriented attitude: you raise problems as soon as you notice them and follow a case through until it is resolved
• Ability to handle several conversations at once and stay calm in a fast-paced environment
• Comfort with back-office tools and the ability to learn new software quickly
• A reliable internet connection and a quiet place to work from home for evening shifts

Strong advantage

• Interest in sports and good general sports knowledge
• Hands-on experience with cryptocurrencies: wallets, exchanges and blockchain explorers
• Experience in online gambling, sports betting or iGaming, and familiarity with odds, betting markets and terminology
• Experience with Intercom, Zendesk or a similar helpdesk, and with Slack
• Using AI tools in your daily work, and fast, accurate typing

Your onboarding

• An introduction to the company and the teams you will work with
• Training in Intercom and our day-to-day tools
• Our betting platform, payment flows and how crypto deposits and withdrawals work
• Internal procedures, including when and how to escalate a case
• Hands-on practice alongside experienced colleagues before you work on your own

What we offer

• Competitive salary
• Evening, night-hour and public-holiday work paid in line with Serbian labour law
• Ongoing training and professional development
• Afternoon/evening shifts worked from home after onboarding
• Clear path for growth within the company
• Private health insurance and FitPass
• Regular team activities in a friendly, international environment

How to apply

Please apply with your CV in English and, if you like, a short note on why you would be a good fit. Shortlisted candidates will be invited to a short written task in English, followed by an interview with the team.