# Customer Support Representative

> Gypsy Collective · Ukraine (Remote) · Full-time · Posted 2026-09-03

**Workplace:** remote

**Department:** Customer Support

## Description

**We're Gypsy Collective.** The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.

**Gypsy Collective** is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.

Now **we're looking for a Customer Support Manager** to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.

**📅 Your daily adventures include:**

-   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

**🧭 What makes you a great match:**

-   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

**Our Benefits:** 

💸 **Flexible payment options:** choose the method that works best for you;  
🎁 **Financial perks:** Bonuses for holidays, B-day, work milestones and more - just to show we care;  
📈 **Learn & grow:** We cover courses and certifications — and offer real opportunities to grow your career with us;  
🥐 **Benefit Сafeteria:** Choose what suits you — sports, language courses, therapy sessions, and more;  
🎉 **Stay connected:** From team-building events to industry conferences — we bring people together online, offline, and on stage;  
💻 **Modern Equipment:** We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

## Apply

[Apply at Gypsy Collective](https://apply.workable.com/gypsy/j/98EE7DB258/apply)

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