Senior Customer Support Specialist

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

📋 Description

• Deliver exceptional customer support through live chat and email, addressing player inquiries regarding accounts, payments, promotions, and platform-related concerns.

• Possess experience in managing escalated tickets, conducting investigations, and debugging prior to escalation.

• Background in collaborating with game providers through their service desk and resolving betting issues or bugs.

• Professionally handle and resolve player complaints, escalating complex or unresolved matters to senior team members as necessary.

• Aid players with account setup, password resets, deposits and withdrawals, bonuses, and other account-related inquiries.

• Maintain current knowledge of Winna’s products, promotions, terms, and policies to ensure precise and consistent communication.

• Adhere to company security protocols and ensure compliance with gaming regulations and responsible gambling standards.

• Diagnose and resolve common technical issues, including platform errors, payment processing challenges, and navigation difficulties.

• Gather and relay player feedback to relevant internal teams to promote continuous improvement.

• Keep accurate and detailed records of customer interactions for reporting and compliance purposes.

• Work collaboratively with internal teams to efficiently resolve issues and enhance the overall player experience.

⛳️ Requirements

• 2–3 years of experience in customer support within the iGaming sector, preferably in a crypto environment.

• Solid understanding of balance transactions, bonus structures, and game rules.

• Familiarity with iGaming platforms, CRM systems, and fundamental technical troubleshooting skills.

• Outstanding written and verbal communication abilities, with a knack for conveying complex information clearly.

• Strong problem-solving capabilities and the capacity to remain calm and effective under pressure.

• Keen attention to detail, especially when managing sensitive player information and financial transactions.

• A strong customer-centric attitude and enthusiasm for providing exceptional service.

• Proficiency in English is mandatory; additional language skills are advantageous.

• Availability to work shifts, including evenings, weekends, and holidays.

• Knowledge of online casino games, sports betting, poker, and/or esports.

🏝️ Benefits

• Competitive Salary – We offer top-of-market compensation for exceptional talent.

• Remote-First Work Environment – Work from anywhere while collaborating globally.

• Generous Holiday Allowance – Take the necessary time to rest and rejuvenate.

• Flexible Time Off & Hours – We prioritize results over clocking in.

• Performance-Related Bonus – We reward achievements, ownership, and meaningful impact.