Customer Support Representative

Remotedxb; Dubai; On-site; AED 134,000 - 201,000; Full time

Job summary

CoinPoker is a crypto-poker platform delivering fast, secure, and transparent gameplay for players worldwide.

We are seeking a Customer Support agent to respond to player inquiries via live chat and email, assist with crypto deposits/withdrawals, explain wagering rules, monitor for fraud, and support KYC/AML checks in a 24/7 environment.

Qualifications

• Excellent written English communication is essential.
• Basic to working knowledge of cryptocurrency and wallets.
• Experience in customer support, preferably in iGaming, fintech or crypto.
• Familiarity with helpdesk tools like Zendesk, Intercom or Freshdesk.
• Strong problem-solving and proactive attitude.

Responsibilities

• Respond to player inquiries via live chat and/or email in a timely, professional and on-brand manner.
• Assist players with crypto deposits, withdrawals, wallet issues, and transaction status checks.
• Explain platform terms including wagering requirements, bonus rules, and poker-specific rules.
• Monitor player activity for signs of fraud, multi-accounting or bonus abuse.
• Support KYC/AML checks and basic verification steps.
• Maintain accurate case notes and interaction logs in the ticketing system.
• Identify and report recurring issues, bugs or player feedback trends.
• Support responsible gambling protocols and intervention procedures.

Skills

Excellent written communication

Crypto knowledge

Customer support experience

Problem-solving

24/7 shift readiness

Tools

Zendesk

Intercom

Freshdesk

Job description

Responsibilities

• Respond to player inquiries via live chat and/or email in a timely, professional, and on-brand manner
• Assist players with crypto deposits, withdrawals, wallet issues, and transaction status checks
• Explain platform terms including wagering requirements, bonus rules, and poker-specific rules
• Monitor player activity for signs of fraud, multi-accounting, or bonus abuse
• Support KYC/AML checks and basic verification steps
• Maintain accurate, complete case notes and interaction logs in the ticketing system
• Identify and report recurring issues, bugs, or player feedback trends
• Support responsible gambling protocols and intervention procedures

Requirements

• Excellent written communication in English
• Basic to working knowledge of cryptocurrency (wallets, blockchain confirmations, network fees)
• Comfort working in a fast-paced, 24/7 shift environment, including weekends
• Prior experience in customer support, ideally in iGaming, fintech, or crypto
• Familiarity with helpdesk/tickding tools such as Zendesk, Intercom, or Freshdesk
• Strong problem-solving instincts and proactive attitude

About the Company

CoinPoker is an innovative crypto-poker platform where advanced blockchain technology meets the thrilling world of online poker, offering fast, secure, and transparent gameplay.