Customer Support Specialist

Project: iGaming / USA
Location: Remote — worldwide
Employment: Full-time, B2B contractor
Schedule: 5/2, rotating shifts, GMT+2
Salary: Up to $1,200/month, depending on interview results
Probation period: 2 months
Format: Online Office
 

About the Role

We are looking for an experienced Customer Support Specialist to join our team supporting players of a US-focused Sweepstakes Casino.

You will communicate with customers primarily via Live Chat and tickets, helping them with account-related questions, bonuses, promotions, transactions, and platform-related issues.

This role may also include outbound calls when needed — for example, when there are no active chat requests or when a customer's issue can be resolved more effectively by phone.
 

Working Schedule

The role operates on a rotating 5/2 schedule:

• 1st shift: 05:00–14:00 GMT+2
• 2nd shift: 13:00–22:00 GMT+2
• 3rd shift: 21:00–06:00 GMT+2

Important: You must be comfortable working all three shifts, including night shifts. The schedule is expected to rotate approximately once a month.

Breaks: 45-minute lunch + two 15-minute breaks.
 

Requirements

• 6+ months of practical Customer Support / Customer Service experience in iGaming is required
• English C1+ — strong written and spoken English for communication with US customers, including phone calls
• Fluent Russian — required for internal communication and teamwork
• Experience working with Live Chat, tickets, and customer inquiries
• Strong written communication and professional customer service skills
• Ability to independently resolve standard customer issues and escalate complex cases
• Experience handling account, payment, transaction, and player-related questions
• Ability to handle multiple conversations simultaneously
• Strong attention to detail and accuracy
• Stress resilience, responsibility, and customer-oriented mindset
• Willingness to make outbound calls when required
• Willingness to work all three rotating shifts, including nights
• Comfortable working with camera on and screen sharing during working hours
• Residence in any country except Russia
   

Responsibilities

• Handle customer inquiries via Live Chat and ticketing systems
• Assist players with products, bonuses, promotions, and platform rules
• Check account information, transactions, and request statuses
• Resolve customer issues within your area of responsibility
• Make outbound calls when necessary
• Escalate complex cases to the relevant departments
• Follow up on open requests and keep customers informed
• Document interactions, actions, and results in CRM and internal systems
• Identify recurring complaints, technical issues, and process problems
• Cooperate with other departments to resolve player issues
• Handover pending cases and tasks to the next shift
• Follow internal procedures, quality standards, and working schedules