Josh Reyes

About

Customer Support Lead

Spent the last few years working in customer support and operations within the crypto gaming industry, and honestly, it became more than just support for me. I’ve handled everything from escalations, VIP concerns, fraud-related cases, KYC reviews, and player retention, to building workflows and managing support teams in fast-paced environments where things move 24/7. I enjoy figuring out how both people and systems work. I like improving processes, helping teams perform better, and creating experiences that actually make sense for users instead of just giving robotic responses. Most times, my work leaned into player behavior, engagement, and retention because I’m always curious about what keeps communities active and loyal. Working in this industry teaches you how to solve problems fast while still keeping communication clear and human. I also genuinely enjoy collaborating with people, brainstorming ideas, and finding ways to improve things little by little every day.

1. Customer Support Lead/Manager

   Chips.gg

   Aug 2023 – Present

   I manage and support the customer service team. My role evolved far beyond traditional support, becoming involved in operations, player experience, retention, and process improvement. Some of my responsibilities include leading daily support operations, improving CSAT and response times, conducting weekly quality assurance checks on ticket handling, and ensuring the team consistently delivers clear and professional communication. I also collaborate closely with different departments to improve the overall player journey and streamline internal workflows. On the operational side, I regularly handle complex cases involving KYC reviews, compliance concerns, sportsbook abuse, fraud prevention, and multi-accounting investigations. I also contribute to VIP player handling strategies by balancing player satisfaction with long-term business objectives and platform integrity. Beyond support itself, I’ve also worked closely with campaigns, promotions, and retention initiatives designed to increase engagement and improve user activity. A big part of my role is understanding player behavior, identifying friction points within the user experience, and providing actionable recommendations to improve both operational efficiency and customer satisfaction.

2. Community Manager / Social Media Manager

   Cocos Blockchain

   Feb 2020 – Feb 2021

   Part of my responsibilities included executing social media campaigns aimed at increasing visibility, engagement, and overall community activity. I worked on developing content calendars and engagement strategies that aligned with the brand’s tone while still feeling natural and relatable to the audience. I also spent a lot of time monitoring community sentiment, understanding user behavior, and adjusting messaging based on how the community responded.

3. Customer Success Manager

   Altcoin Fantasy

   Dec 2018 – Jul 2020

   HongKong

   I was involved in customer lifecycle engagement and retention efforts by helping improve workflows and assisting in overall call center operations. I regularly acted as a bridge between users and internal teams, helping resolve product-related concerns efficiently while making sure player feedback was communicated properly. Part of my contribution also focused on improving the onboarding experience for new users by identifying friction points that could lead to early-stage churn. I consistently provided insights and feedback based on recurring user issues to help support product improvements, workflow optimization, and overall UX enhancements.

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