GamblingCareers.com · 10 hours ago
Tier 2 Senior Customer Support Specialist
United States
Full-time
Remote
Mid, Senior Level
2+ years expWinna.com is redefining what’s possible in crypto gaming, aiming to deliver a fast, seamless, and secure player experience. They are seeking an experienced Tier 2 Customer Support Specialist to support their global player base by providing high-quality customer support and resolving player inquiries across various issues.
Casino
Responsibilities
Provide high-quality customer support via live chat and email, resolving player inquiries related to accounts, payments, promotions, and platform-related issues
Have the experience dealing with escalated tickets, investigating and debugging prior to escalations
Experience with dealing with game providers using their service desk and dealing with bet issues or bugs
Manage and resolve player complaints professionally, escalating complex or unresolved cases to senior team members when required
Assist players with account creation, password resets, deposits and withdrawals, bonuses, and other account-related queries
Maintain up-to-date knowledge of Winna’s products, promotions, terms, and policies to ensure accurate and consistent communication
Follow company security protocols and ensure compliance with gaming regulations and responsible gambling standards
Troubleshoot and resolve common technical issues, including platform errors, payment processing issues, and site navigation challenges
Capture and communicate player feedback to relevant internal teams to support continuous improvement
Maintain accurate and detailed records of customer interactions for reporting and compliance purposes
Collaborate closely with internal teams to resolve issues efficiently and improve the overall player experience
Qualification
Required
2-3 years of experience in customer support within the iGaming industry, ideally in a crypto environment
Good understanding of balance transactions, bonuses structure and game rules
Familiarity with iGaming platforms, CRM systems, and basic technical troubleshooting
Excellent written and verbal communication skills, with the ability to explain complex information clearly
Strong problem-solving skills and the ability to remain calm and effective under pressure
High attention to detail, particularly when handling sensitive player data and financial transactions
A strong customer-first mindset and passion for delivering exceptional service
Fluency in English is required; additional languages are a plus
Ability to work shifts, including evenings, weekends, and holidays
Knowledge of online casino games, sports betting, poker, and/or esports
Benefits
Fully remote work environment
Generous holiday allowance
Flexible working hours and time off, with a focus on results
Performance-related bonus rewarding meaningful impact
Company
GamblingCareers.com
GamblingCareers.com is the leading job board for the iGaming and Online Gambling industry, dedicated to bridging the gap between talented job seekers and top employers in the sector.
2-10 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase