CS Agent (Bilingual: English & Chinese)

2UP; Petaling Jaya; Presencial; MYR 45.000 - 78.000; Jornada completa

Descripción de la vacante

2UP is seeking a proactive Customer Support Agent/VIP Host to join our growing online crypto casino team. You will be the frontline for player communication, delivering fast, friendly, and effective support while building strong relationships with high-value players (VIPs).

You will handle live chat and email inquiries, guide crypto-related topics, and escalate complex issues with clear documentation. Prior experience in iGaming or crypto platforms is valued.

Formación

• 1+ years of customer support experience in fast-paced environments.
• Fluent in English and Chinese (written and spoken).
• Basic understanding of cryptocurrencies and crypto platforms.
• Proficient with CRM tools (Intercom) and ticketing systems.
• Willing to work in shifts including weekends/holidays.
• Excellent communication, patience, problem-solving, and high attention to detail.

Responsabilidades

• Provide real-time support via live chat and email for players.
• Assist with crypto-related topics (wallets, deposits, withdrawals).
• Escalate complex issues with detailed documentation to internal teams.
• Contribute to knowledge base and FAQs for self-service support.
• Maintain professionalism and discretion, especially with VIP players.
• Engage with VIPs to ensure top-tier engagement and satisfaction.
• Coordinate with marketing/CRM for promotions and campaigns.
• Monitor and report on player feedback and issues to improve service.

Conocimientos

Customer support

Communication

Multitasking

Empathy

CRM systems

Herramientas

Intercom

CRM systems

Ticketing systems

Descripción del empleo

Who We Are

2UP is a brand new and exciting online casino and sportsbook. We are a spin off from one of the most well known brands that has been a principal sponsor of English Premier League football teams. Our focus is on the next generation of iGaming with an emphasis on cryptocurrency, original games, sports and esports for the global stage.

2UP is a brand new and exciting online casino and sportsbook. We are a spin off from one of the most well known brands that has been a principal sponsor of English Premier League football teams. Our focus is on the next generation of iGaming with an emphasis on cryptocurrency, original games, sports and esports for the global stage.

The Role

We are looking for a proactive and customer-focused Customer Support Agent/VIP Host to join our growing online crypto casino team. You will be the frontline of player communication, ensuring every customer receives fast, friendly, and effective support. In addition to assisting general users, you will also build strong relationships with high-value players (VIPs), ensuring top-tier engagement and satisfaction. If you thrive in a fast-paced environment and have a passion for crypto and iGaming, this role is for you.

Preferred Candidate

We are looking for someone who is passionate about gaming, familiar with cryptocurrency, and committed to delivering excellent customer experiences. You thrive under pressure, enjoy solving problems, and communicate with clarity and empathy. You are comfortable handling support queries and confident in nurturing long-term relationships with VIP players. Experience in online casinos, sportsbooks, or crypto platforms is highly valued.

What You’ll Do

• Player Assistance: Provide real-time support to players via live chat and email, resolving inquiries related to account issues, deposits, withdrawals, bonuses, and gameplay.


• Crypto Support: Guide players through basic crypto-related topics (e.g. wallet use, USDT/ETH deposits).


• Issue Escalation: Escalate technical or complex issues to relevant internal teams with detailed documentation.


• Knowledge Base: Contribute to maintaining and updating FAQ/help center content.


• Feedback Loop: Report player feedback and recurring issues to improve service quality and platform experience.


• Compliance & Integrity: Follow internal support procedures and maintain professionalism and discretion at all times.


• VIP Engagement: Build personal relationships with high-value players and ensure consistent, high-quality service


• VIP Outreach: Proactively reach out to VIPs regarding promotions, account support, or general engagement


• VIP Segmentation: Track player activity and spending to identify and manage VIP segments


• Campaign Coordination: Coordinate with marketing and CRM teams for tailored campaigns and rewards

Job Requirements

• Experience: 1+ years of customer support experience, ideally in iGaming, fintech, or crypto industries.


• Language: Strong written and spoken Chinese and English.


• Crypto Familiarity: Basic understanding of cryptocurrencies, wallets, and blockchain transactions.


• Tools: Familiar with CRM systems, chat platforms (e.g. Intercom), and ticketing systems.


• Availability: Willing to work in shifts (including weekends and holidays) depending on business needs.


• Soft Skills: Excellent communication, patience, and problem-solving skills. Detail-oriented and self-motivated.


• Stress-tolerant: Ability to multitask and remain calm under pressure

Bonus Points

• Familiar with top online crypto casinos.


• Familiar with cryptocurrencies.


• Prior experience working with VIP players in an online casino


• Knowledge of KYC, anti-fraud procedures, or responsible gaming practices.


• Typing speed of 50+ WPM and strong multitasking abilities.


• Understanding of betting patterns, bonuses, and player segmentation


• Experience working in a remote, international support environment.