Customer Support Specialist (Crypto Casino)

We’re looking for a proactive and reliable Customer Support Specialist to deliver a high-quality player experience across our platform. You’ll be the first point of contact for our users, helping them with everything from payments to gameplay, while ensuring smooth and efficient support at all times.

This is a support-focused role, with occasional involvement in maintaining a positive in-platform chat environment.

This is a shift-based role requiring availability to support a 24/7 operation, including evenings, weekends, and public holidays.

What you’ll do

• Provide fast, accurate, and professional support via live chat and email

• Assist players with deposits, withdrawals, bonuses, and account-related queries

• Own player issues end-to-end with a focus on first-contact resolution

• Troubleshoot basic technical or gameplay issues and escalate when necessary

• Support users through verification (KYC) processes when required

• Assist with payment-related queries with a strong focus on accuracy and risk awareness

• Identify and flag suspicious activity, fraud risks, or bonus abuse patterns

• Collaborate closely with internal teams (payments, product, fraud) to resolve issues efficiently

• Contribute to improving internal processes and overall player experience

• Monitor in-platform chat to ensure conversations remain respectful and aligned with community guidelines

• Step in when necessary to address inappropriate behavior or escalate issues

• Occasionally engage with players to support a friendly and active environment

What we’re looking for

• Experience in customer support, ideally within iGaming or crypto

• Strong written communication skills in English (additional languages are a plus)

• Comfortable with crypto basics (wallets, transactions, etc.)

• Comfortable working with support tools (CRMs, live chat systems)

• Ability to manage multiple conversations and prioritize effectively

• Strong judgment and ability to handle sensitive or high-risk situations

• Detail-oriented with a problem-solving mindset

• Clear and empathetic communication style

• Comfortable working in a 24/7 shift-based environment (including nights and weekends)

Nice to have

• Experience with crypto payments or exchanges

• Familiarity with bonuses, wagering mechanics, or VIP systems

• Exposure to fraud detection or payments review workflows

What we offer

• Opportunity to grow within a fast-scaling crypto gaming company

• Exposure to payments, fraud, and player lifecycle management