Customer Support Representative

About the role

We are Gypsy Collective, an exclusive talent partner for selected brands, seeking a Customer Support Manager for an iGaming project to deliver high‑quality assistance to players across multiple channels.

Key responsibilities

• Handle player inquiries via Live Chat, Helpdesk, email and other approved communication channels.
• Verify players, review account, transaction and communication history, and categorize inquiries.
• Provide accurate information on account access, deposits, withdrawals, KYC, bonuses, free bets, games, geographical restrictions and technical issues.
• Perform basic troubleshooting and escalate payment, website, account or game‑related issues as needed.
• Manage standard VIP inquiries and forward exceptional cases, compensation requests and high‑risk disputes to the VIP team.
• Identify responsible gambling concerns, suspicious activity or possible account compromise and apply restrictions when authorized.
• Document actions, prepare clear escalations and maintain communication with players until resolution.

Required profile

• Previous experience in Customer Support, preferably in iGaming, fintech, payments or a high‑volume digital environment.
• English proficiency at B1‑B2 level with strong written communication skills.
• Ability to follow procedures, decision trees and escalation rules while handling multiple conversations.
• Calm, professional and solution‑oriented attitude when dealing with complaints and sensitive cases.
• Willingness to work 12‑hour day and night shifts, including weekends and public holidays.

What we offer

• Flexible payment options.
• Financial perks such as bonuses for holidays, birthdays and work milestones.
• Learning and growth opportunities with covered courses and certifications.
• Benefit cafeteria with choices like sports, language courses and therapy sessions.
• Team‑building events, industry conferences and other social activities.
• Modern equipment including a new laptop, monitor and headphones.