2Nd Line Customer Support Agent – Igaming

Crunch Equation; Recife; On-site; BRL 100,000 - 150,000; Full time

Benefits offered by this job

Competitive salary

International work environment

Professional development

Job summary

GAMING HUB LTDA in Recife, Brazil, is seeking a skilled 2nd Line Customer Support Agent with proven iGaming experience to handle escalated inquiries, investigate complex cases, and provide advanced operational and technical support. The role requires strong knowledge of payment processes, KYC, AML, and player account management in a fast-paced environment.

You will collaborate with internal teams and payment providers to resolve issues, ensure regulatory compliance, and deliver a high-quality

Qualifications

• Minimum of 2 years of mandatory experience in 2nd Line Customer Support within the iGaming, online casino, or sports betting industry.
• Strong knowledge of iGaming platforms, casino and sportsbook operations, and player account management.
• Familiarity with KYC procedures, AML requirements, fraud prevention, and responsible gaming policies.

Responsibilities

• Handle and resolve complex player inquiries and escalated cases from the 1st Line Customer Support team, ensuring accurate and timely resolutions.
• Investigate and troubleshoot account-related issues, payment discrepancies, bonus disputes, technical incidents, and gaming-related complaints.
• Approve payment requests and resolve any issues or communication failures with payment providers.
• Provide advanced support regarding deposits, withdrawals, refunds, payment failures, and transaction verification, coordinating with payment providers and internal teams when necessary.
• Review and investigate KYC verification issues, including documentation discrepancies, account restrictions, and identity verification processes.
• Identify and elevate potential fraud, suspicious transactions, and AML-related concerns.
• Handle complex bonus and promotional issues, including wagering requirements, eligibility disputes, and promotional adjustments, in accordance with internal policies.
• Support the management of responsible gaming cases, including self-exclusion requests, account limitations, and other player protection measures.
• Investigate technical and platform-related issues, collaborating with IT, Product, and external providers to identify root causes and implement solutions.
• Act as a point of escalation for 1st Line Support Agents, providing guidance on complex cases, internal procedures, and operational best practices.
• Monitor and follow up on pending and escalated tickets, ensuring compliance with internal SLAs and effective communication with relevant stakeholders.
• Maintain accurate and detailed case records, investigation findings, and resolutions directly within payment platforms and internal systems.
• Identify recurring issues, operational inefficiencies, and potential process improvements, contributing to the continuous improvement of support operations.
• Ensure all activities comply with applicable iGaming regulations, GDPR, AML requirements, and responsible gaming policies.

Skills

2nd Line Support

iGaming Industry

KYC & AML

Payment Processing

Account Management

Fraud Awareness

Communication

Tools

Payment Platforms

Back-Office Systems

Job description

Job Description

Welcome to GAMING HUB LTDA, a consulting company dedicated to empowering businesses through services that drive success and growth. We specialize in Customer Support, Marketing, Design, SEO, Technology, and Operational Solutions.

We are looking for a 2nd Line Customer Support Agent with proven experience in the iGaming industry to handle complex player inquiries, investigate escalated cases, and provide advanced operational and technical support.

The ideal candidate is analytical, detail-oriented, and solution-driven, with strong knowledge of iGaming operations, payment processes, KYC procedures, and player account management. This role requires excellent problem-solving skills, the ability to work closely with internal teams, and a commitment to ensuring timely resolutions, regulatory compliance, and a high-quality player experience in a fast-paced environment.

Key Responsibilities

• Handle and resolve complex player inquiries and escalated cases from the 1st Line Customer Support team, ensuring accurate and timely resolutions.
  
• Investigate and troubleshoot account-related issues, payment discrepancies, bonus disputes, technical incidents, and gaming-related complaints.
  
• Approve payment requests and resolve any issues or communication failures with payment providers.
  
• Provide advanced support regarding deposits, withdrawals, refunds, payment failures, and transaction verification, coordinating with payment providers and internal teams when necessary.
  
• Review and investigate KYC (Know Your Customer) verification issues, including documentation discrepancies, account restrictions, and identity verification processes.
  
• Identify and elevate potential fraud, suspicious transactions, and AML-related concerns.
  
• Handle complex bonus and promotional issues, including wagering requirements, eligibility disputes, and promotional adjustments, in accordance with internal policies.
  
• Support the management of responsible gaming cases, including self-exclusion requests, account limitations, and other player protection measures.
  
• Investigate technical and platform-related issues, collaborating with IT, Product, and external providers to identify root causes and implement solutions.
  
• Act as a point of escalation for 1st Line Support Agents, providing guidance on complex cases, internal procedures, and operational best practices.
  
• Monitor and follow up on pending and escalated tickets, ensuring compliance with internal SLAs and effective communication with relevant stakeholders.
  
• Maintain accurate and detailed case records, investigation findings, and resolutions directly within payment platforms and internal systems.
  
• Identify recurring issues, operational inefficiencies, and potential process improvements, contributing to the continuous improvement of support operations.
  
• Ensure all activities comply with applicable iGaming regulations, GDPR, AML requirements, and responsible gaming policies.
  

Requisitos

Requirements

• Minimum of 2 years of mandatory experience in 2nd Line Customer Support within the iGaming, online casino, or sports betting industry.
  
• Strong knowledge of iGaming platforms, casino and sportsbook operations, and player account management.
  
• Previous experience handling complex customer cases, escalations, and technical or operational investigations.
  
• Good understanding of payment processes, deposit/withdrawal approvals, transaction reconciliation, and troubleshooting directly with payment providers.
  
• Familiarity with KYC procedures, AML requirements, fraud prevention, and responsible gaming policies.
  
• Hands-on experience working with payment platforms and back-office management tools.
  
• Fluent in Portuguese and English, both written and spoken.
  
• Strong analytical thinking, problem-solving skills, and high attention to detail, with the ability to investigate and resolve complex issues independently.
  
• Excellent communication and organizational skills, with the ability to coordinate effectively with multiple internal teams.
  
• Ability to prioritize escalated cases, manage multiple investigations, and meet operational deadlines and SLAs.
  
• Strong sense of responsibility, confidentiality, and compliance awareness when handling sensitive player information.
  
• Ability to work independently and collaboratively in a fast-paced, dynamic iGaming environment.
  

Nice to Have

• Direct experience with payment service providers (PSPs), payment gateways, and transaction monitoring tools.
  
• Knowledge of casino and sportsbook back-office systems, including bonus configuration, wagering rules, and player account restrictions.
  
• Previous involvement in process optimization, incident management, or training and supporting 1st Line teams.
  

Vantagens

What We Offer

• A collaborative, innovative, and international work environment.
  
• The opportunity to work with exciting brands and projects in the iGaming industry.
  
• Competitive salary and benefits package.
  
• Ongoing learning and professional development opportunities.
  
• Career growth opportunities within a rapidly expanding organization.
  

If you are passionate about delivering exceptional customer experiences while ensuring secure and compliant operations, we would love to hear from you.

Join GAMING HUB and help us create a safe, seamless, and outstanding experience for our players.

RequirementsRequirements Minimum of 2 years of mandatory experience in 2nd Line Customer Support within the iGaming, online casino, or sports betting industry. Strong knowledge of iGaming platforms, casino and sportsbook operations, and player account management. Previous experience handling complex customer cases, escalations, and technical or operational investigations. Good understanding of payment processes, deposit/withdrawal approvals, transaction reconciliation, and troubleshooting directly with payment providers. Familiarity with KYC procedures, AML requirements, fraud prevention, and responsible gaming policies. Hands-on experience working with payment platforms and back-office management tools. Fluent in Portuguese and English, both written and spoken. Strong analytical thinking, problem-solving skills, and high attention to detail, with the ability to investigate and resolve complex issues independently. Excellent communication and organizational skills, with the ability to coordinate effectively with multiple internal teams. Ability to prioritize escalated cases, manage multiple investigations, and meet operational deadlines and SLAs. Strong sense of responsibility, confidentiality, and compliance awareness when handling sensitive player information. Ability to work independently and collaboratively in a fast-paced, dynamic iGaming environment. Nice to Have Direct experience with payment service providers (PSPs), payment gateways, and transaction monitoring tools. Knowledge of casino and sportsbook back-office systems, including bonus configuration, wagering rules, and player account restrictions. Previous involvement in process optimization, incident management, or training and supporting 1st Line teams.