iGaming Support Manager - Elevate Player Care

Gypsy Collective; Poland; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Flexible payment options

Bonuses for holidays and milestones

Learning & growth opportunities

Cafeteria benefits

Team events

Job summary

Gypsy Collective is seeking a Customer Support Manager to join an iGaming project and deliver high-quality player support across multiple channels. You will verify accounts, categorize inquiries, provide accurate information on deposits, bonuses, and KYC, and troubleshoot issues while maintaining professionalism and adherence to procedures.

The role requires prior customer support experience in fast-paced digital environments, strong written English, and a willingness to work 12-hour day and

Qualifications

• 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.

Responsibilities

• 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 elevate 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.

Skills

Customer support

English proficiency (B1-B2)

Written communication

Attention to detail

Problem solving

Ownership

Shift work

Job description

Gypsy Collective is seeking a Customer Support Manager to join an iGaming project and deliver high-quality player support across multiple channels. You will verify accounts, categorize inquiries, provide accurate information on deposits, bonuses, and KYC, and troubleshoot issues while maintaining professionalism and adherence to procedures.

The role requires prior customer support experience in fast-paced digital environments, strong written English, and a willingness to work 12-hour day and