Senior Customer Support Specialist

This is a fully remote position, open to applicants in Germany.

📋 Description

• Assume responsibility for intricate cases escalated by Tier 1, which involve payment discrepancies, account issues, promotional inquiries, and disputed game rounds.

• Offer daily guidance to Tier 1 agents regarding investigations, procedures, and escalation protocols.

• Evaluate Tier 1 interactions for accuracy, quality of investigation, communication effectiveness, tagging, and adherence to processes.

• Examine issues utilizing account activity, transaction records, game history, and troubleshooting tools.

• Submit documented tickets to game providers and internal teams, including evidence, troubleshooting actions, and player impact.

• Monitor escalated cases until resolution and provide timely updates.

• Investigate cryptocurrency deposit and withdrawal complications using blockchain explorers and internal payment tools.

• Address escalated player complaints in collaboration with Risk, Payments, VIP, and Technical teams.

• Identify recurring problems, knowledge deficiencies, and unnecessary escalations, and propose enhancements.

• Update internal procedures, knowledge-base articles, and macros.

• Assist in training new agents.

• Keep accurate case records and handover notes across shifts.

• Adhere to security, data protection, and responsible gambling protocols.

• Provide support for live chat and email coverage as needed.

⛳️ Requirements

• Prior experience in a Tier 2, senior support, or escalation-handling position within the iGaming industry.

• Proven experience in supporting frontline agents while delivering clear and constructive feedback.

• Excellent investigative skills with the capability to analyze transaction records, game history, and basic technical logs.

• Solid understanding of cryptocurrency transactions, networks, transaction hashes, and blockchain explorers.

• Experience interacting with game-provider service desks and managing cases through to resolution.

• Ability to discern between issues that can be resolved independently by Support and those that require specialized review or approval.

• Competence in following security, data protection, and responsible gambling procedures.

• Capability to support live chat and email coverage when necessary.

🏝️ Benefits

• Fully remote work arrangement