Customer Support Representative

Gypsy Collective; United States; Remote; USD 60,000 - 90,000; Full time

Benefits offered by this job

Flexible payments

Bonuses & milestones

Courses & certifications

Cafeteria benefits

Team events

Modern equipment

Job summary

Gypsy Collective is seeking a Customer Support Manager for an iGaming project to provide high-quality player support across Live Chat, Helpdesk, email and other channels. You will verify players, review account history, categorize inquiries, and resolve standard issues with careful attention to procedures and data protection.

You will escalate high‑risk or VIP cases to the VIP team, ensure compliant handling of deposits, withdrawals, KYC and bonuses, and maintain calm, professional communication

Qualifications

• Experience in customer support, preferably in iGaming or high-volume digital environments.
• Proficient written English communication and customer service skills.
• Ability to follow procedures, decision trees, and escalation rules.
• Strong attention to detail and ability to manage several conversations simultaneously.

Responsibilities

• Handle player inquiries via Live Chat, Helpdesk, email, and other channels.
• Verify players and review 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 deposits, withdrawals, KYC, bonuses, and game-related issues.
• Escalate VIP inquiries or high-risk cases to the VIP team as needed.
• Identify Responsible Gambling concerns and potential account compromises.
• Prepare clear escalations with all required information and actions.

Skills

Customer support

English proficiency

Written communication

Process adherence

Attention to detail

Composure under pressure

Accountability

Flexible schedule

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 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.

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.

Our 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;