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About the role
Key responsibilities & impact- Provide high-quality customer support via live chat and email, resolving player inquiries related to accounts, payments, promotions, and platform-related issues.
- Have experience dealing with escalated tickets, investigating, and debugging prior to escalations.
- 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.
Requirements
What you’ll need- 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
Comp & perks- Competitive Salary – We pay top-of-market for top-tier talent.
- Remote-First Work Environment – Work from anywhere, collaborate globally.
- Generous Holiday Allowance – Take the time you need to rest and recharge.
- Flexible Time Off & Hours – We focus on results, not clocking in.
- Performance-Related Bonus – We reward outcomes, ownership, and real impact.
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttechnical troubleshootingbalance transactionsbonuses structuregame rulespayment processingaccount managementescalation managementrecord keepingcompliance
Soft Skills
problem-solvingcommunicationattention to detailcustomer-first mindsetcalm under pressurecollaborationprofessionalismadaptabilitytime managementempathy