Customer Service Agent

Why Join DAZN?

At DAZN, we’re changing the way the world engages with sport and entertainment. Our Customer Service team plays a vital role in that journey — acting as the voice of our customers and ensuring every interaction is handled with care, professionalism, and efficiency.

As a Customer Service Associate, you’ll deliver outstanding support across multiple communication channels while safeguarding both our customers and our business by adhering to compliance and regulatory standards. You’ll be part of a fast-moving, customer-first environment, where every interaction is an opportunity to build trust, resolve issues, and create a world-class experience for our players.

The Role

You will be responsible for handling customer contacts across voice and non-voice channels, ensuring queries are resolved promptly, efficiently, and in line with strict compliance standards. You’ll manage inbound queries, conduct KYC checks, and escalate Safer Gambling, AML, or Fraud concerns as needed.

You’ll work towards KPIs that balance customer experience with regulatory protection, and you’ll always look for ways to improve our processes and ensure positive customer outcomes.

Please note, our Talent Acquisition team and some Hiring teams are based in the UK so parts of the recruitment process will be in English. Please also upload your resume in English, thanks!

Department

16-432 - Operations-Customer Services

Employment Type

Full Time

Location

Italy - San Micehlle Salentino

Workplace type

Hybrid

What You'll Be Doing:

• Deliver exceptional customer service across all channels (voice, email, chat, social).
• Provide first contact resolution whenever possible, ensuring positive, engaging customer experiences.
• Follow up with customers when live resolution isn’t possible.
• Escalate service or product issues to the Customer Support Manager, acting as an early-warning system for wider issues.
• Conduct KYC checks for new registrations, ensuring compliance with identification and verification processes.
• Escalate Safer Gambling, Anti-Money Laundering, or Fraud concerns to the relevant teams.
• Work towards set KPIs and SLA targets, ensuring customer safety and strict regulatory compliance.
• Maintain a high Quality Assurance score that reflects DAZN’s service standards.
• Become an expert on our customers, products, and services to provide informed support.

What You'll Bring:

• Previous experience in a customer-facing role, delivering outstanding service.
• Resilience and confidence in handling challenging conversations or situations.
• Strong decision-making skills and excellent attention to detail.
• Ability to work under pressure in a fast-paced environment.
• A passion for achieving positive customer outcomes.
• Strong computer literacy, with proficiency in Microsoft Office tools.
• Ability to maintain confidentiality and data security at all times.
• Familiarity with compliance requirements and applying policy directives.
• Sports betting or gaming knowledge (advantageous).
• Flexibility to work evenings, weekends, and bank holidays in a 24/7 operation.

Benefits

Benefits include access to DAZN, lunch vouchers, free coffee and snacks, family friendly community, free access for you and one other to our workplace mental health platform app (Unmind),  learning and development resources, opportunity for flexible working (remove if role is 100% office based with shifts e.g. Broadcast Ops), and access to our internal speaker series and events.

About DAZN

At DAZN, we bring ambition to life. We are innovators, game-changers and pioneers. So, if you want to push boundaries and make an impact, DAZN is the place to be. 

As part of our team, you'll have the opportunity to make your mark and the power to make change happen. We're doing things no-one has done before, giving fans and customers access to sport anytime, anywhere. We're using world-class technology to transform sports and revolutionise the industry and we're not going to stop. 

DAZN VALUES – THE ‘HOW’ IN WHAT WE DO:  

Agility and creativity fuel growth and innovation, to Make It Happen. 

Prioritising what matters drives progress and positive outcomes, Focusing On Impact. 

Collective ambition builds optimism and success, in order to Win As One. 

At DAZN, we are committed to fostering an inclusive environment that values equality and diversity, where everyone can contribute and have their voices heard. This means hiring and developing talent across all races, ethnicities, religions, age groups, sexual orientations, gender identities and abilities. 

Everyone has the opportunity to make change and impact our DEI journey by joining our ERGs: Proud@DAZN, Women@DAZN, Disability@DAZN and ParentZone.

If you’d like to include a cover letter with your application, please feel free to. Please do not feel you need to apply with a photo or disclose any other information that is not related to your professional experience.

Our aim is to make our hiring processes as accessible for everyone as possible, including providing adjustments for interviews where we can.

We look forward to hearing from you.