Senior Customer Support Specialist
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Job Description
Senior support specialist resolving escalated player, payment, and game issues for a crypto casino. Guiding Tier 1 agents and improving support quality and procedures.
Responsibilities:
- Take ownership of complex cases escalated by Tier 1, including payment discrepancies, account issues, promotional queries and disputed game rounds
- Provide day-to-day guidance to Tier 1 agents on investigation, procedures and escalation
- Review Tier 1 conversations for accuracy, investigation quality, communication, tagging and process compliance
- Investigate issues using account activity, transaction records, game history and troubleshooting tools
- Raise documented tickets with game providers and internal teams, including evidence, troubleshooting steps and player impact
- Track escalated cases through resolution and provide timely updates
- Investigate crypto deposit and withdrawal issues using blockchain explorers and internal payment tools
- Handle escalated player complaints with Risk, Payments, VIP and Technical teams
- Identify recurring issues, knowledge gaps and unnecessary escalations and recommend improvements
- Maintain internal procedures, knowledge-base articles and macros
- Support training of new agents
- Maintain accurate case records and handover notes across shifts
- Follow security, data protection and responsible gambling procedures
- Support live chat and email coverage when required
Requirements:
- Previous experience in a Tier 2, senior support or escalation-handling role within iGaming
- Experience supporting frontline agents and providing clear, constructive feedback
- Strong investigation skills, with the ability to interpret transaction records, game history and basic technical logs
- Practical understanding of cryptocurrency transactions, networks, transaction hashes and blockchain explorers
- Experience working with game-provider service desks and managing cases through to resolution
- Judgement to distinguish between issues Support can resolve independently and those requiring specialist review or approval
- Ability to follow security, data protection and responsible gambling procedures
- Ability to support live chat and email coverage when required
Benefits:
- Fully remote work arrangement
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