iGaming Customer Support Manager - Calm Problem Solver

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

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