PlaySource

We are looking for a Junior Player Support Specialist to join the customer support team of an international iGaming platform. We're looking for specialists with either English (B2+) OR French (B2+) language skills. Both languages are NOT required.

The ideal candidate has previous experience in customer support, understands how to communicate with customers in a structured and professional way, and is comfortable working with internal procedures, escalation rules, and support tools.

Experience in iGaming, fintech, payments, crypto, or other high-volume digital services will be considered a strong advantage.

Key Responsibilities

• Provide customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • basic technical issues.
• Use internal tools, back-office systems, macros, and knowledge base materials to resolve customer cases.
• Collect and verify relevant information before escalating complex cases.
• Escalate payment, withdrawal, verification, technical, responsible gambling, complaint, or security-related cases according to internal procedures.
• Maintain accurate case documentation, tagging, and internal notes.
• Follow approved tone of voice, communication standards, and response quality requirements.
• Maintain confidentiality when working with customer data and internal information.
• Report recurring issues, unclear customer flows, and potential product or operational problems to the relevant internal stakeholders.

• Support updates to internal and customer-facing knowledge materials when required.

   

Requirements

• 1–2 years of experience in customer support.
• Experience in iGaming, fintech, crypto, payments, e-commerce, SaaS, or another digital product is an advantage.
• Understanding of standard support processes: ticket handling, escalation, SLA, internal notes, and customer communication standards.
• Ability to communicate clearly, politely, and professionally in written form.
• Ability to work with structured procedures, templates, and internal documentation.
• Strong attention to detail.
• Ability to remain calm and professional in difficult customer situations.
• Readiness to work with repetitive requests and follow strict internal processes.
• Basic understanding of deposits, withdrawals, KYC, bonuses, or online payment flows is an advantage.

• Experience with support tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems is an advantage.

   

Language Requirements

• English: B2 or higher — mandatory
• French: preferred
• Strong written communication skills are required, as the role is primarily focused on written customer support.
• Ability to communicate clearly, professionally, and accurately with international customers.

• Ukrainian: fluent/native for internal communication.

   

Work Schedule

• Shift-based schedule within 08:00–24:00 UTC+3.
• Exact shifts will be agreed separately.
• Evening and weekend shifts may be included.
• Flexibility during operational peak periods may be required.

We are looking for a Middle Player Support Specialist to join the customer support team of an international iGaming platform. Please note: This role requires proficiency in either English (B2+) or French (B2+). You do not need to be fluent in both languages.

The role is focused on handling standard and non-standard player requests, supporting junior team members during daily operations, ensuring accurate case documentation, and escalating complex cases according to internal procedures.

This position is suitable for a support specialist with solid experience in customer communication, structured support operations, and digital products. The specialist should be able to work independently, maintain high communication standards, and contribute to stable daily support operations.

Key Responsibilities

• Provide professional customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard and non-standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • transaction history;
  • basic technical issues;
  • account restrictions and escalations.
• Work with internal tools, back-office systems, CRM/helpdesk platforms, macros, and knowledge base materials.
• Analyze customer cases and collect all required information before escalation.
• Escalate payment, withdrawal, verification, responsible gambling, complaint, security, fraud-related, or technical cases according to internal procedures.
• Support junior agents during shifts by helping with complex questions, unclear cases, and correct escalation logic.
• Ensure accurate case tagging, internal notes, and customer communication history.
• Monitor recurring customer issues and report potential product, payment, technical, or operational problems.
• Assist with improving internal procedures, macros, customer-facing articles, and internal knowledge base materials.
• Maintain high standards of written communication, accuracy, confidentiality, and customer care.
• Follow SLA, quality, escalation, and tone-of-voice requirements.

• Participate in team meetings, case reviews, and operational feedback sessions when required.

   

Requirements

• 3–5 years of experience in customer support within a digital product, online service, fintech, e-commerce, SaaS, gaming, or similar environment.
• Experience handling both standard and non-standard customer cases.
• Understanding of core support operations, including:
  • ticket handling;
  • live chat communication;
  • escalation logic;
  • SLA discipline;
  • internal notes;
  • case tagging;
  • customer communication standards.
• Experience working with CRM, helpdesk, back-office, ticketing, or similar support tools.
• Ability to communicate clearly, professionally, and accurately in written form.
• Ability to handle sensitive or dissatisfied customers in a calm and structured manner.
• Ability to follow internal procedures, approved wording, and escalation rules.
• Strong attention to detail when documenting cases and customer interactions.
• Good problem-solving skills and ability to keep structure in unclear situations.
• Ability to support junior team members during daily operations.

• High level of responsibility, confidentiality, and ownership of assigned tasks.

   

Nice to Have

• Previous experience in iGaming, online casino, sportsbook, betting, fintech, payments, or crypto support.
• Experience working with tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems.
• Experience mentoring junior support agents or assisting with onboarding.
• Experience contributing to:
  • SOPs;
  • macros;
  • internal documentation;
  • customer-facing articles;
  • knowledge base materials.
• Basic understanding of responsible gambling, fraud indicators, chargebacks, or payment-risk escalation logic.
• Experience working in high-volume or shift-based support environments.

• Ability to provide useful operational feedback for process, product, and knowledge base improvements.

   

Work Schedule

• Standard 5/2 work schedule.
• Exact working hours to be agreed separately based on operational needs.
• Flexibility may be required during launch periods, operational peaks, incidents, or increased support volume.

• Occasional evening or weekend involvement may be required for escalations, handovers, or urgent operational matters.

   

Language Requirements

• English: B2+ required; C1 preferred.
• French: preferred and considered a strong advantage.
• Strong written communication skills are required, as the role involves handling non-standard customer cases, escalations, and detailed explanations.
• Ability to explain payment, verification, bonus, technical, and account-related matters clearly and professionally.
• Ability to adapt communication style depending on customer situation, case sensitivity, and internal escalation requirements.
• Ability to read and work with English-language internal documentation, procedures, tools, and product materials.
• Ukrainian: fluent/native for internal communication.