Tier 2 Senior Customer Support Specialist
Tier 2 Senior Customer Support Specialist (Fully Remote) Join the Future of Crypto Gaming at over99.com At over99.com, we operate the fastest-growing crypto casinos, offering players around the world a secure, high-performance, and trustworthy experience. In this fast-moving environment, fraud, abuse, and payment risk can scale quickly, so strong controls and quick, data-driven decision-making are critical. We are looking for a Tier 2 Senior Customer Support Specialist who can handle complex customer issues with confidence, deliver exceptional support, and thrive in a fast-paced, data-driven environment. What You’ll Do Provide high-quality customer support via live chat and email, resolving player inquiries related to accounts, payments, promotions, and platform-related issues. Have experience dealing with escalated tickets, investigating, and debugging prior to escalations. Experience with dealing with game providers using their service desk and dealing with bet issues or bugs. Manage and resolve player complaints professionally, escalating complex or unresolved cases to senior team members when required. Assist players with account creation, password resets, deposits and withdrawals, bonuses, and other account-related queries Maintain up-to-date knowledge of Winna’s products, promotions, terms, and policies to ensure accurate and consistent communication Follow company security protocols and ensure compliance with gaming regulations and responsible gambling standards Troubleshoot and resolve common technical issues, including platform errors, payment processing issues, and site navigation challenges Capture and communicate player feedback to relevant internal teams to support continuous improvement Maintain accurate and detailed records of customer interactions for reporting and compliance purposes Collaborate closely with internal teams to resolve issues efficiently and improve the overall player experience What You’ll Bring 2–3 years of experience in customer support within the iGaming industry, ideally in a crypto environment Good understanding of balance transactions, bonuses structure and game rules. Familiarity with iGaming platforms, CRM systems, and basic technical troubleshooting Excellent written and verbal communication skills, with the ability to explain complex information clearly Strong problem-solving skills and the ability to remain calm and effective under pressure High attention to detail, particularly when handling sensitive player data and financial transactions A strong customer-first mindset and passion for delivering exceptional service Fluency in English is required; additional languages are a plus Ability to work shifts, including evenings, weekends, and holidays Knowledge of online casino games, sports betting, poker, and/or esports What You’ll Get Competitive Salary – We pay top-of-market for top-tier talent. Remote-First Work Environment – Work from anywhere, collaborate globally. ️ Generous Holiday Allowance – Take the time you need to rest and recharge. Flexible Time Off & Hours – We focus on results, not clocking in. Performance-Related Bonus – We reward outcomes, ownership, and real impact. Ready to Protect the Future of Crypto Gaming? Join a bold, fast-moving, and innovative team where your decisions directly shape platform safety, payments performance, and player trust at over99.com. Apply To This Job