{"id":2622211,"url":"https://alion.io/job/mgh-customer-service-agent","title":"Customer Service Agent","company":{"id":4417175,"name":"Momentum","domain":"mgh.ae","url":"https://alion.io/company/mgh-2","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Abu Dhabi, United Arab Emirates"],"countries":["AE"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-14T13:56:53Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-16T00:46:43Z","board_verified":true,"closed_at":null,"days_open":62,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":62},"description":"About Fanatics Momentum\nFanatics Momentum is building the UAE's leading regulated commercial gaming operator. Licensed by the General Commercial Gaming Regulatory Authority (GCGRA), we operate across lottery, iGaming, sportsbook, and digital content, combining Momentum's regional foundation with Fanatics' global product, technology, and scale. The business is ambitious, well-resourced, and moving fast. If you want to help build a category-defining operator in one of the world's most exciting regulated gaming markets, this is the right time to join.\nJob Overview\nThe Customer Service Agent will be the first point of contact for our players, providing high-quality assistance and resolving queries related to our online gaming platforms, including account issues, bonuses, deposits/withdrawals, and gameplay inquiries. The role is key in delivering a superior customer experience in line with company values, ensuring players are informed, engaged, and satisfied with their gaming experience.\nKey Responsibilities\nProvide real-time support to players via live chat, email, and occasionally by phone in a fast-paced, 24/7 environment.\nHandle queries related to registration, account verification (KYC), responsible gaming, transactions, game rules, and promotions.\nGuide players through troubleshooting steps for technical issues (login problems, game performance, etc.).\nMonitor and escalate suspicious or fraudulent activity according to internal procedures and regulatory guidelines.\nCollaborate with internal departments to resolve complex issues.\nStay informed of the latest platform features, games, promotional offers, and industry regulations.\nMaintain accurate records of customer interactions and follow up on open issues to ensure resolution.\nMeet performance KPIs such as response time, resolution rate, and customer satisfaction scores (CSAT).\nContribute to the development of FAQs and knowledge base content.\nRequired Qualifications\nPrevious experience in a customer support role, ideally within the iGaming/Lottery, tech.\nExcellent written and verbal communication skills in English and Arabic.\nFamiliarity with online casino/lottery and/or sportsbook platforms and terminology.\nStrong problem-solving skills and attention to detail.\nComfortable working in a high-pressure, fast-paced environment.\nTech-savvy with the ability to quickly learn and navigate multiple systems (CRM tools, chat platforms, back-office systems).\nAbility to work flexible hours, including evenings, weekends, and holidays.\nShift Structure:\nRotational shift patterns (including weekends and public holidays)\nAt Fanatics Momentum, we’re proud to be a fair, transparent, and inclusive employer. We value diversity, collaboration, and innovation, and we’re committed to creating an environment where every team member can thrive. If you’re ready to grow your career and help us build Momentum, we’d love to hear from you.","description_format":"text","description_chars":2912,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-15T13:49:52Z"}],"visa":[],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.357,"p_room":0.36,"age_days":62,"expected_fill_days":33,"reasons":["conf:2","win:tail","crowd:"],"computed_at":"2026-10-16T03:42:18Z"},"pay":null,"html_url":"https://alion.io/job/mgh-customer-service-agent","json_url":"https://alion.io/job/mgh-customer-service-agent.json","meta":{"generated_at":"2026-10-16T03:42:18Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":187,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-17T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4417175},"rest":"https://alion.io/mcp/rest/get_company?id=4417175"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fmgh-customer-service-agent"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fmgh-customer-service-agent"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fmgh-customer-service-agent"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/mgh-customer-service-agent\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fmgh-customer-service-agent"}]}