Customer Support Specialist (Igaming)

TL;DR

Customer Support Specialist (Igaming): Managing user inquiries and payment operations for an online poker platform with an accent on high-speed resolution and quality communication. Focus on handling KYC verification, processing withdrawals, and resolving complex payment issues across multiple channels.

Location: Remote

Company

A fast-paced, live startup environment focused on long-term product development and a strong, efficient team culture.

What you will do

• Process incoming requests via email, chat, and messengers.
• Manage user withdrawals and resolve deposit-related issues.
• Perform KYC document verification.
• Handle bonus accruals and debits according to platform rules.
• Communicate directly with payment providers to resolve disputes.
• Escalate technical or financial issues to relevant departments and track their resolution.

Requirements

• Russian: Native or near-native proficiency
• English: B1 (Intermediate) or higher
• Experience with HelpDesk systems like Zendesk, Freshdesk, or Intercom.
• High typing speed and proficiency with online tools and AI assistants.
• Ability to handle conflict and negativity constructively.
• Understanding of support KPIs and commitment to quality service.

Culture & Benefits

• 100% remote work environment.
• Startup culture with minimal bureaucracy and direct communication.
• Opportunity to influence processes and suggest improvements.
• Collaborative team focused on smart, efficient, and clear work.