IGaming Support Specialist: Live Chat & Payments

Pentasia

Philippines

On-site

PHP 240,000 - 360,000

Full time

14 days+

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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.