Customer Support Specialist

Pentasia; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Pentasia is seeking an experienced customer support specialist for an iGaming platform in the Philippines. You will handle live chat and email, assist with account verification, payments, and crypto inquiries, and resolve issues related to sportsbook and casino promotions.

You will explain terms, follow compliance procedures, and work in a fast-paced, shift-based environment. The role requires attention to detail and a customer-first mindset, with a focus on responsible gaming.

Qualifications

• Experience in customer support, preferably in iGaming or online platforms.
• Excellent written communication and customer-first approach.
• Experience handling sensitive customer situations professionally.
• Understanding of payments, account verification (KYC), and cryptocurrency is beneficial.
• Knowledge of sports betting, casino products, bonuses and promotions.
• Strong attention to detail and ability to follow compliance procedures.
• Comfortable working in a fast-paced, shift-based environment.

Responsibilities

• Provide customer support via live chat and email with timely, accurate assistance.
• Handle account issues including verification, restrictions, and responsible gaming requests.
• Support deposits, withdrawals, payment statuses, and basic cryptocurrency inquiries.
• Resolve gameplay, sports betting, bonuses, and promotions related issues.
• Explain policies, wagering requirements, limits, and terms and conditions.
• Identify potential fraud or suspicious activity following internal procedures.
• Promote Responsible Gaming initiatives and document interactions accurately.
• Follow SOPs, SLAs and escalation processes; handover to second-line support when needed.
• Stay updated on platform features and manage shift handovers smoothly.

Skills

Customer support experience

Excellent written communication

Handling sensitive situations

Payments, KYC, crypto knowledge

Sports betting & casino product knowl.

Attention to detail & compliance

Shift-based environment adaptability

Job description

• Provide customer support via live chat and email, ensuring timely, accurate, and professional assistance.
• Handle account-related issues, including verification, account restrictions, and responsible gaming requests.
• Support customers with deposits, withdrawals, payment statuses, and basic cryptocurrency inquiries.
• Resolve issues related to gameplay, sports betting, bonuses, and promotions.
• Explain company policies, wagering requirements, limits, and terms & conditions.
• Identify and elevate potential fraud, abuse, or suspicious activity following internal procedures.
• Promote and support Responsible Gaming initiatives.
• Document all customer interactions accurately in internal systems.
• Follow SOPs, SLAs, and escalation processes, collaborating with second-line support when needed.
• Stay updated on platform features and work rotational shifts while ensuring smooth handovers.

Key Skills & Experience

• Previous experience in customer support, ideally within iGaming or online platforms.
• Excellent written communication skills with a customer-first approach.
• Experience handling sensitive customer situations professionally.
• Understanding of payments, account verification (KYC), and cryptocurrency is beneficial.
• Knowledge of sports betting, casino products, bonuses, and promotions.
• Strong attention to detail and ability to follow compliance procedures.
• Comfortable working in a fast-paced, shift-based environment.