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.