Customer Support Representative

🕒 September 3

🌐 Brazil, Costa Rica, +1 more countries – Remote

🇧🇷 Brazil – Remote 🇨🇷 Costa Rica – Remote 🇵🇦 Panama – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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CoinPoker

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎮 Gaming

₿ Crypto

🎲 Gambling

Gaming • Crypto • Gambling

CoinPoker is a revolutionary online poker platform that leverages blockchain technology to provide a decentralized and anonymous poker experience. It stands out by using USDT stablecoin as its main in-game currency and incorporating cryptocurrency technologies and community-centric features. CoinPoker offers a range of poker games, including Texas Hold’em and Pot Limit Omaha, and features various promotions such as rakeback and generous welcome bonuses. The platform is known for hosting one of the largest online poker pots in history and integrates crypto-friendly transactions for a global user base. Operating under a Curaçao eGaming License, CoinPoker ensures a secure and fair gaming environment, which is further supported by partnerships and advanced technological implementations like decentralized RNG software for fairness and transparency.

📋 Description

• Respond to player inquiries via live chat and/or email regarding accounts, gameplay, bonuses, and technical issues • Assist with crypto deposits, withdrawals, wallet issues, and transaction status checks • Escalate disputed or delayed transactions according to SOP • Explain wagering requirements, bonus rules, poker-specific rules, and account limits • Monitor player activity for fraud, multi-accounting, bonus abuse, or chargeback risk • Support KYC/AML checks and basic verification procedures • Escalate complex, sensitive, or unresolved cases to the correct point of contact or Slack channel • Maintain complete case notes and interaction logs in the ticketing system • Stay current on products, promotions, poker formats, and crypto market conditions • Identify and report recurring issues, bugs, and player feedback trends to the Team Leader • Support responsible gambling protocols and follow intervention procedures

🎯 Requirements

• Excellent written communication in English; clear, empathetic, and concise under pressure • Basic to working knowledge of cryptocurrency, including wallets, blockchain confirmations, network fees, common coins (BTC, ETH, USDT, etc.), and on-chain deposits/withdrawals • Comfort working in a fast-paced, 24/7 shift environment, including weekends and holidays • Prior experience in customer support, ideally in iGaming, fintech, or crypto • Poker/casino product familiarity is a plus • Strong problem-solving instincts and a proactive, ownership-driven attitude • Familiarity with helpdesk/ticketing tools such as Zendesk, Intercom, or Freshdesk • Familiarity with Slack-based internal communication • Discretion and judgement when handling financial disputes, fraud flags, and responsible-gambling conversations • Ability to work the afternoon UTC shift, 14:00 to 00:00, including weekends

🏖️ Benefits

• Competitive salary and performance-based bonuses • Opportunity to work with cutting-edge technology in the blockchain and online gaming industry • Flexible working hours • Ability to work fully remotely • Collaborative and inclusive team culture • Professional development opportunities • Career growth within a rapidly evolving company