Senior Customer Support Specialist

Job not on LinkedIn

🔥 0 minutes ago

🇩🇪 Germany – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

👻 Ghost score 11%

What it means: the chance that no one is really hiring for this job.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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over99

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

📣 Marketing

🎮 Gaming

Consulting • Marketing • Gaming

over99 is a Berlin-based iGaming company that builds next-generation casino products, games, and player experiences. They develop innovative casino games, run marketing and affiliate programs, scale brands, and provide world-class player support and operations. With a focus on bold design, data-driven growth, and owning platforms, over99 aims to shape the future of digital entertainment in the iGaming space.

📋 Description

• Take ownership of complex cases escalated by Tier 1, including payment discrepancies, account issues, promotional queries and disputed game rounds • Provide day-to-day guidance to Tier 1 agents on investigation, procedures and escalation • Review Tier 1 conversations for accuracy, investigation quality, communication, tagging and process compliance • Investigate issues using account activity, transaction records, game history and troubleshooting tools • Raise documented tickets with game providers and internal teams, including evidence, troubleshooting steps and player impact • Track escalated cases through resolution and provide timely updates • Investigate crypto deposit and withdrawal issues using blockchain explorers and internal payment tools • Handle escalated player complaints with Risk, Payments, VIP and Technical teams • Identify recurring issues, knowledge gaps and unnecessary escalations and recommend improvements • Maintain internal procedures, knowledge-base articles and macros • Support training of new agents • Maintain accurate case records and handover notes across shifts • Follow security, data protection and responsible gambling procedures • Support live chat and email coverage when required

🎯 Requirements

• Previous experience in a Tier 2, senior support or escalation-handling role within iGaming • Experience supporting frontline agents and providing clear, constructive feedback • Strong investigation skills, with the ability to interpret transaction records, game history and basic technical logs • Practical understanding of cryptocurrency transactions, networks, transaction hashes and blockchain explorers • Experience working with game-provider service desks and managing cases through to resolution • Judgement to distinguish between issues Support can resolve independently and those requiring specialist review or approval • Ability to follow security, data protection and responsible gambling procedures • Ability to support live chat and email coverage when required

🏖️ Benefits

• Fully remote work arrangement

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