Customer Support Representative

🕒 September 4

🌐 Ukraine, Poland – Remote

🇺🇦 Ukraine – Remote 🇵🇱 Poland – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 29%

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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Gypsy Collective

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2020

🎯 Recruiter

🏪 Marketplace

📣 Marketing

Recruitment • Marketplace • Marketing

Gypsy Collective is a roaming talent and partnerships collective that connects independent digital and performance-focused talent with brands and companies across 20+ markets. They position themselves as a performance-first partner that builds digital teams, facilitates brand partnerships, and runs events to create real-world connections and market access. Born to close the gap between businesses and the people who scale them, Gypsy emphasizes speed, partnership, and outcomes over volume, and has operated consistently for five years.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• Flexible payment options: choose the method that works best for you • Bonuses for holidays, B-day, work milestones and more • Courses and certifications covered • Career growth opportunities • Benefit cafeteria including sports, language courses, therapy sessions, and more • Team-building events • Industry conferences • New laptops and essential peripherals, including monitors and headphones