VIP Crypto Casino Support Specialist

2UP; Makati; On-site; PHP 335,000 - 670,000; Full time

Job summary

2UP, a crypto-focused online casino and sportsbook, is seeking a proactive Customer Support Agent/VIP Host in Makati. You will be the frontline of player communication, delivering fast, friendly support and building relationships with VIP players.

The role includes real-time assistance via live chat and email, guidance on crypto topics, issue escalation, knowledge-base updates, and collaboration with marketing for tailored campaigns.

Qualifications

• 1+ years of customer support experience, ideally in iGaming, fintech, or crypto industries.
• Strong written and spoken Japanese and English and/or Chinese.
• Basic understanding of cryptocurrencies, wallets, and blockchain transactions.
• Familiar with CRM systems, chat platforms (e.g. Intercom), and ticketing systems.

Responsibilities

• Provide real-time support to players via live chat and email, resolving inquiries related to account issues, deposits, withdrawals, bonuses, and gameplay.
• Guide players through basic crypto-related topics (e.g. wallet use, USDT/ETH deposits).
• Escalate technical or complex issues to relevant internal teams with detailed documentation.
• Contribute to maintaining and updating FAQ/help center content.
• Report player feedback and recurring issues to improve service quality and platform experience.
• Follow internal support procedures and maintain professionalism and discretion at all times.
• Build personal relationships with high-value players and ensure consistent, high-quality service
• Proactively reach out to VIPs regarding promotions, account support, or general engagement
• Track player activity and spending to identify and manage VIP segments
• Coordinate with marketing and CRM teams for tailored campaigns and rewards

Skills

Customer service

VIP handling

Communication

Problem solving

Multitasking

Stress tolerance

Japanese

English

Chinese

Tools

CRM systems

Intercom

Ticketing systems

Job description

2UP, a crypto-focused online casino and sportsbook, is seeking a proactive Customer Support Agent/VIP Host in Makati. You will be the frontline of player communication, delivering fast, friendly support and building relationships with VIP players.

The role includes real-time assistance via live chat and email, guidance on crypto topics, issue escalation, knowledge-base updates, and collaboration with marketing for tailored campaigns.