Operations Associate - Casino Support Specialist
About the Role
You will provide player support in a fast-paced online casino environment, resolving account issues, deposits, withdrawals, bonuses, and gameplay irregularities. You will troubleshoot crypto payments using blockchain explorers, manage internal tools, logs, spreadsheets, and SOPs, escalate edge cases to operations, risk, product, and engineering, monitor player sentiment, and cover late APAC/EU hours including some weekends.
Requirements
- Deep familiarity with online casinos and crypto wagering mechanics
- Understanding of crypto payments and experience using blockchain explorers to diagnose issues
- Previous experience in customer support or community-facing operations preferred
- Genuine passion for helping customers and commitment to excellent service
- Highly organized with strong attention to detail
- Comfortable learning new tools, dashboards, and operational systems
- Strong problem-solving instincts and ability to identify root causes quickly
- Adaptability to a fast-paced startup environment
Responsibilities
- Provide high-quality customer support to players
- Troubleshoot account matters including deposits, withdrawals, bonuses, and gameplay irregularities
- Identify and escalate edge cases to operations, risk, product, and engineering
- Maintain and manage internal tools, logs, spreadsheets, and documents
- Assist in building and refining support processes, help center articles, and internal SOPs
- Monitor player sentiment and flag opportunities to improve the user experience
- Adapt to a dynamic environment and perform additional duties as assigned
Benefits
- Equity options
- Flexible PTO
- Comprehensive health cover
- Wellness allowance
- Work from home allowance
- Remote work (remote-first)