CUSTOMER SERVICE AGENT

PART-TIME CUSTOMER SERVICE AGENT We’re seeking a Part-Time Customer Service Agent to join the Customer Operations team at PointsBet Canada. This role puts the customer at the centre of everything we do — delivering timely, accurate, and friendly support across our Sportsbook and Casino products. You’ll be on the front line of the customer experience, helping resolve inquiries, supporting gameplay questions, and ensuring every interaction reflects PointsBet’s commitment to excellence, fairness, and responsible gaming.

ABOUT POINTSBET PointsBet was originally founded in the sports wagering market of Australia. It has quickly become one of the fastest growing and most dynamic sportsbook and iGaming companies in the world. Since the launch of the regulated gaming market in Ontario, PointsBet Canada has been at the forefront of the industry with its leading sports betting products and casino experience, offering best-in-class entertainment with unmatched customer satisfaction.

We provide an opportunity for our people to work in an environment that is rewarding, fun, and challenging. Our proprietary sportsbook platform and our commitment to an in-house approach power unrivalled innovation and personalized experiences that our customers cannot get anywhere else. Our partnerships with leading sports organizations, teams, and leagues provide both our customers and team members with the opportunity to experience first-hand the thrill of an overtime goal and a buzzer beater!

Commercial Partner of the Toronto Maple Leafs, Toronto Raptors, Toronto FC, and Toronto Argonauts Commercial Partner of ClubLink Canada Authorized Betting Operator of the National Basketball Association (NBA) Authorized Betting Operator of the Women’s National Basketball Association (WNBA) There is no greater time than now to join the PointsBet Sportsbook and Casino team You are dedicated to delivering exceptional customer experiences and supporting your teammates. You take pride in being reliable, detail-oriented, and customer-focused, even in fast-paced or high-volume environments. You value clear communication, fairness, and integrity, and you have a genuine interest in sports, online gaming, and gambling as a form of entertainment.

WHAT YOU WILL OWN Customer Support & Issue Resolution Provide professional, timely, and accurate support to customers via live chat, email, and other support channels. Assist customers with account inquiries, gameplay questions, payments, promotions, and technical issues across Sportsbook and Casino products. Resolve customer issues efficiently while ensuring compliance with regulatory, security, and responsible gaming standards.

Customer Experience & Advocacy Deliver a consistently positive and empathetic customer experience that reflects PointsBet’s brand and values. Identify customer pain points and escalate trends, recurring issues, or feedback to internal teams for continuous improvement. Support responsible gaming initiatives by recognizing risk indicators and following escalation protocols when required.

Compliance & Quality Assurance Adhere to all internal policies, procedures, and regulatory requirements within the Ontario iGaming market. Maintain accurate records and documentation for customer interactions and escalations. Meet individual and team performance metrics, including response times, quality standards, and customer satisfaction scores.

Team Collaboration & Flexibility Work closely with fellow Customer Service Agents, Payments, Trading, and Operations teams to ensure seamless customer support. Manage multiple inquiries simultaneously while maintaining attention to detail and service quality. Demonstrate flexibility to work evenings, weekends, and peak sports periods as required.

WHAT YOU BRING Experience & Skills Previous experience in customer service, call centre, or online support roles (gaming, fintech, e-commerce, or regulated industries an asset). Strong written and verbal communication skills with the ability to explain complex information clearly and calmly. Comfort navigating multiple systems and tools while handling live customer interactions.

Customer-Focused Mindset Empathetic, patient, and solutions-oriented approach to customer support. Ability to remain professional and composed when handling escalations or high-pressure situations. Strong attention to detail and commitment to accuracy.

Work Style & Reliability Self-motivated, dependable, and able to work independently while contributing to a team environment. Strong time management skills with the ability to handle multiple tasks and deadlines. Willingness to work flexible, part-time hours, including evenings, weekends, and major sporting events.

WHY JOIN US? PointsBet Canada is dedicated to a high-performance culture and ensuring our employees are set up to deliver their best. We offer a fun, dynamic work environment where emphasis is placed on our most important asset: our people.

If you are driven and searching for a new opportunity that values people, creativity, opportunity, results, and a commitment to excellence, then this is where you want to be! PointsBet Canada views responsible gambling as an ethical responsibility and an important part of a sustainable business model. We’re proud to be recognized as a socially responsible operator committed to integrating responsible gambling resources and tools throughout the entire player journey.

PointsBet Canada is an equal opportunity employer, committed to inclusion and diversity. PointsBet Canada does not discriminate based on race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other basis forbidden under federal, provincial, or municipal law. Accommodations are available on request for candidates taking part in all aspects of the recruitment process.

If you require accommodation, or require recruitment documents in an alternative format, please contact us at can-hr (at) pointsbet (dot) com. COMPENSATION Hourly Rate: $21.00 – $25.00 per hour, commensurate with experience and skills. ARTIFICIAL INTELLIGENCE DISCLOSURE PointsBet Canada uses artificial intelligence–enabled tools as part of its recruitment and hiring process.

These tools may be used to support activities such as application screening, resume review, and process efficiency. All hiring decisions are made by human reviewers. VACANCY POSITION This role is being filled to replace an existing vacant position and to support ongoing operational requirements and growth in the Customer Service Team.