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