Customer Support Representative

This is a fully remote position, open to applicants in Brazil, +2 more countries.

📋 Description

• Address player inquiries through live chat and/or email concerning accounts, gameplay, bonuses, and technical matters.

• Assist with cryptocurrency deposits, withdrawals, wallet-related issues, and transaction status inquiries.

• Elevate disputed or delayed transactions in accordance with standard operating procedures.

• Clarify wagering requirements, bonus regulations, poker-specific rules, and account limitations.

• Monitor player activities to detect fraud, multi-accounting, bonus exploitation, or chargeback risks.

• Facilitate KYC/AML checks and basic verification processes.

• Refer complex, sensitive, or unresolved situations to the appropriate contact point or Slack channel.

• Keep thorough case notes and interaction records within the ticketing system.

• Stay updated on products, promotions, poker formats, and conditions in the cryptocurrency market.

• Identify and communicate recurring issues, software bugs, and trends in player feedback to the Team Leader.

• Uphold responsible gambling practices and adhere to intervention protocols.

⛳️ Requirements

• Exceptional written communication skills in English; must be clear, empathetic, and concise, especially under pressure.

• Basic to intermediate knowledge of cryptocurrency, including wallets, blockchain confirmations, network fees, and common currencies (BTC, ETH, USDT, etc.), as well as on-chain deposits and withdrawals.

• Comfortable in a fast-paced, 24/7 shift environment, including weekends and holidays.

• Previous experience in customer support, preferably within iGaming, fintech, or cryptocurrency sectors.

• Familiarity with poker and casino products is advantageous.

• Strong problem-solving abilities and a proactive, ownership-oriented mindset.

• Experience with helpdesk/ticketing tools like Zendesk, Intercom, or Freshdesk is beneficial.

• Familiarity with Slack for internal communication.

• Discretion and sound judgment when addressing financial disputes, fraud alerts, and responsible gambling discussions.

• Availability to work the afternoon UTC shift, from 14:00 to 00:00, including weekends.

🏝️ Benefits

• Competitive salary along with performance-based bonuses.

• Opportunity to engage with innovative technology in the blockchain and online gaming sectors.

• Flexible work hours.

• Fully remote work capability.

• A collaborative and inclusive team environment.

• Opportunities for professional development.

• Career advancement within a rapidly growing organization.