Ruby Labs

Mid-Level Customer Support Representative – Payouts

Ruby Labs

full-time

Posted on:

Location Type: Remote

Location: Brazil

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About the role

  • Review and process player withdrawal requests in accordance with company policies and sweepstakes regulations.
  • Handle payout-related support tickets.
  • Verify player identities and documentation as part of KYC (Know Your Customer) procedures.
  • Conduct fraud and risk checks to identify suspicious activity, multi-accounting, or abuse of promotions.
  • Escalate suspicious activity to the AML / risk team.
  • Ensure all payouts are processed accurately and within defined service level timelines.
  • Coordinate with payment providers and internal teams to resolve payout issues or transaction failures.
  • Work closely with the customer support team to address player inquiries related to redemptions and payouts.
  • Maintain detailed records of payout activity, verification steps, and player documentation.
  • Monitor payout workflows and flag operational issues, fraud risks, or process inefficiencies.
  • Assist with the development and improvement of payout procedures and internal controls.
  • Support audits and compliance checks related to payments, player verification, and sweepstakes regulations.
  • Track and report key payout metrics including processing times, approval rates, and flagged accounts.
  • Stay up to date with sweepstakes casino compliance requirements, payment provider policies, and fraud prevention practices.

Requirements

  • Minimum 2–3 years of experience in payments operations, financial operations, fraud analysis, or a similar role.
  • Strong attention to detail and ability to review transactions and documentation with a high degree of accuracy.
  • Experience working with payment systems, payout workflows, or financial transaction processing.
  • Familiarity with KYC, AML, and fraud detection procedures.
  • Strong written communication skills and ability to coordinate with internal teams regarding payout issues.
  • Comfortable working with spreadsheets, dashboards, and operational tools to track financial activity.
  • High level of integrity and discretion when handling sensitive financial and personal information.
  • Experience working independently while maintaining strict operational processes.
Benefits
  • Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance.
  • Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days.
  • Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge.
  • Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them.
  • Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
payments operationsfinancial operationsfraud analysistransaction processingKYCAMLfraud detectionpayout workflowspayout procedurescompliance checks
Soft Skills
attention to detailwritten communicationcoordinationintegritydiscretionindependenceaccuracyproblem-solvingorganizational skillsprocess improvement