We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That's why strong businesses need strong people.<\/p>\n
Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.<\/p>\n
Now we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.<\/p>\n
Your daily adventures include:
Handle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;
Verify players and review relevant account, transaction, and communication history;
Categorize and prioritize inquiries according to established procedures;
Resolve standard player inquiries independently within your area of responsibility;
Provide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;
Perform basic troubleshooting before escalating payment, website, account, or game-related issues;
Handle standard VIP inquiries and escalate exceptional cases, compensation requests, and high-risk disputes to the VIP team;
Identify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;
Apply account restrictions or other actions when authorized by established procedures;
Prepare clear and complete escalations with all relevant information, completed checks, and required actions;
Keep players informed and maintain communication until the case is resolved or taken over by the responsible team;
Accurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;
Protect players' personal, financial, and account information;
Follow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;
Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;
Participate in training, quality reviews, and coaching sessions.<\/p>\n
What makes you a great match:
Previous experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;
English proficiency at B1-B2 level;
Strong written communication and customer service skills;
Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;
Ability to follow procedures, decision trees, and escalation rules;
Strong attention to detail and ability to handle several conversations simultaneously;
Ability to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;
High level of responsibility, discipline, and ownership;
Willingness to work 12-hour day and night shifts, including weekends and public holidays.<\/p>\n
Flexible payment options: choose the method that works best for you;
Financial perks: Bonuses for holidays, B-day, work milestones and more – just to show we care;
Learn & grow: We cover courses and certifications and offer real opportunities to grow your career with us;
Benefit \u0421afeteria: Choose what suits you sports, language courses, therapy sessions, and more;
Stay connected: From team-building events to industry conferences we bring people together online, offline, and on stage;
Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;<\/p>\n","protected":false},"excerpt":{"rendered":"
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