Tier 2 Senior Customer Support Specialist

About the role

We are seeking a Tier 2 Senior Customer Support Specialist to join our fast‑growing crypto gaming platform. You will handle complex player inquiries, resolve escalated issues, and ensure a high‑quality experience for our global community.

Key responsibilities

• Provide live‑chat and email support for account, payment, promotion, and platform queries.
• Investigate and debug escalated tickets before further escalation.
• Interact with game providers via their service desks to resolve bet issues or bugs.
• Manage player complaints, escalating unresolved cases to senior team members.
• Assist with account creation, password resets, deposits, withdrawals, and bonus queries.
• Maintain up‑to‑date knowledge of products, promotions, terms, and policies.
• Follow security protocols and comply with gaming regulations and responsible gambling standards.
• Troubleshoot technical issues such as platform errors and payment processing problems.
• Capture player feedback and collaborate with internal teams for continuous improvement.

Required profile

• 2–3 years of customer support experience in the iGaming industry, preferably with crypto.
• Strong understanding of balance transactions, bonus structures, and game rules.
• Excellent written and verbal English communication skills.
• Ability to work shifts, including evenings, weekends, and holidays.
• High attention to detail when handling sensitive data and financial transactions.

Required skills

• CRM systems
• iGaming platforms
• Basic technical troubleshooting
• Live‑chat support tools

What we offer

• Competitive, top‑of‑market salary.
• Remote‑first work environment – work from anywhere.
• Generous holiday allowance.