Customer Support Representative

Gypsy Collective; Poland; On-site; PLN 120,000 - 180,000; Full time

Benefits offered by this job

Flexible payment options

Bonuses for holidays

Courses and certifications

Benefit Cafeteria

Team-building events

Modern Equipment

Job summary

Gypsy Collective is seeking a Customer Support Manager for an iGaming project in Poland. You will handle player inquiries across Live Chat, Helpdesk, and email, verify accounts, and manage escalations to ensure high-quality service.

The role requires a calm, professional approach, strong attention to detail, and ability to work 12-hour day/night shifts, including weekends and holidays. Experience in customer support, preferably in iGaming/fintech, and English proficiency at B1-B2 level are

Qualifications

• Experience in Customer Support, preferably within iGaming/fintech or other high-volume digital environments.
• English proficiency at B1-B2 level.
• Strong written communication and customer service skills.
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling.
• Ability to follow procedures, decision trees, and escalation rules.
• Willingness to work 12-hour day and night shifts, including weekends and public holidays.

Responsibilities

• Handle player inquiries via Live Chat, Helpdesk, email, and other approved channels.
• Verify players and review account, transaction, and communication history.
• Categorize and prioritize inquiries according to procedures.
• Resolve standard inquiries independently within your area of responsibility.
• Provide accurate information regarding deposits, withdrawals, KYC, bonuses, and game-related issues.
• Prepare clear escalations with all required information and actions; document ongoing cases.

Skills

Customer support

English (B1-B2)

Written communication

Attention to detail

Procedures & escalation

High-volume support

Tools

Helpdesk software

Job description

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That's why strong businesses need strong people.Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions. Now we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.

Your daily adventures include:

• Handle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;
• Verify players and review relevant account, transaction, and communication history;
• Categorize and prioritize inquiries according to established procedures;
• Resolve standard player inquiries independently within your area of responsibility;
• Provide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;
• Perform basic troubleshooting before escalating payment, website, account, or game-related issues;
• Handle standard VIP inquiries and upscale exceptional cases, compensation requests, and high-risk disputes to the VIP team;
• Identify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;
• Apply account restrictions or other actions when authorized by established procedures;
• Prepare clear and complete escalations with all relevant information, completed checks, and required actions;
• Keep players informed and maintain communication until the case is resolved or taken over by the responsible team;
• Accurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;
• Protect players' personal, financial, and account information;
• Follow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;
• Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;
• Participate in training, quality reviews, and coaching sessions

Requirements

What makes you a great match:

• Previous experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;
• English proficiency at B1-B2 level;
• Strong written communication and customer service skills;
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;
• Ability to follow procedures, decision trees, and escalation rules;
• Strong attention to detail and ability to handle several conversations simultaneously;
• Ability to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;
• High level of responsibility, discipline, and ownership;
• Willingness to work 12-hour day and night shifts, including weekends and public holidays

Benefits

• Flexible payment options: choose the method that works best for you;
• Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
• Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
• Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
• Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
• Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;