Customer Service Agent

Role overview

Dabble is an Australian licensed sportsbook operating under the NTRWC since 2021, focused on creating a highly social and immersive betting experience. The business supports teams across multiple office hubs, while also embracing remote-friendly working and collaboration across locations.

This Customer Service Agent role sits at the heart of the customer experience. You will provide fast, thoughtful support through live chat, email, and phone, while handling enquiries with care, accuracy, and professionalism. The role also involves working with teams across Customer Operations, Trading & Risk, Product, and Technology to improve service quality and support responsible gambling commitments.

Working style and culture

Dabble promotes a flexible, autonomous way of working, with a strong emphasis on teamwork, open communication, and learning from others. The company values fresh ideas, respectful collaboration, and a proactive mindset. Employees are encouraged to manage their time responsibly, protect their wellbeing, and take ownership of their work.

• Dress in a way that suits your day and helps you stay focused.
• Work from home, from an office, or from another location that supports your productivity.
• Join a collaborative team that welcomes ideas of all sizes.
• Use dedicated focus time to support deep work.
• Take part in Dabblecon, the annual company gathering to recognise progress and plan ahead.
• Work in line with the company values: Fun, Celebratory, Community, Evolutionary, and Focus.

Key responsibilities

• Provide excellent customer support across live chat, email, and phone channels.
• Handle enquiries, complaints, and escalations with empathy, efficiency, and a professional approach.
• Investigate, record, and monitor customer interactions carefully to drive timely resolution.
• Spot and escalate suspicious behaviour, possible fraud, and policy violations in line with compliance expectations.
• Partner with Trading & Risk, Product, and Technology teams to relay customer feedback and support ongoing improvements.
• Advocate for customer-first decisions across the business.
• Help meet Responsible Gambling obligations by recognising and responding to at-risk behaviour.
• Keep your knowledge of Dabble’s sports betting and gaming products current so support remains accurate and confident.
• Support broader Customer Operations work when needed.

Skills and qualifications

• Background in customer service, with a strong commitment to great customer experiences.
• Prior exposure to online wagering or gaming is preferred.
• Experience with Intercom or a similar support system is advantageous.
• Strong written and verbal communication skills, plus good interpersonal ability.
• Careful attention to detail and the ability to manage multiple priorities in a busy environment.
• Good analytical thinking and problem-solving capability.
• Flexible, hands-on attitude and willingness to assist the wider team.
• Ability to build working relationships and collaborate across functions.
• Interest in sport, customer service, and delivering positive experiences for customers.

Perks and benefits

• Five weeks of paid annual leave.
• Paid parental leave for both primary and secondary caregivers.
• Sponsored flights for staff, plus spouse or immediate family, to help them visit the office network.
• Flexible working hours and the freedom to manage your own schedule.
• Access to the Sonder app for employees and their families, with 24/7 support covering mental health, medical advice, safety support, and more.
• Up to 10% annual cash bonus linked to company performance.
• Dabble Day Dividend, where all Dabblers share the day’s revenue equally on the company birthday each year.

Location and eligibility

This role is open to candidates across Australia, with remote work supported. The company has office hubs in Darwin, Melbourne, Brisbane, Sydney, Adelaide, and Albury, and cross-office travel is encouraged through sponsored flights.

Compensation

The advertised package is $70,000 to $74,000 plus superannuation and benefits, with some flexibility available.