# T3 Support Agent

> Side · Charleston, United States · — · Posted 2026-07-17

**Salary:** Up to USD 50

**Workplace:** on_site

**Department:** Player Support

## Description

### About The Role

SIDE is looking for Senior Player Support Specialists to support the highest complexity player cases within a confidential gaming support programme.

This role is designed for experienced support professionals who can investigate difficult issues, manage sensitive escalations, and act as a bridge between support operations and internal stakeholder teams.

You will support complex case resolution, root cause identification, escalation documentation, and operational learning across the programme.

### What You’ll Be Doing

-   Own complex escalated cases through investigation, resolution, or further escalation.
-   Support cases involving account security, sensitive player impact, policy interpretation, or complex technical context.
-   Work with internal stakeholder teams where cases require deeper review or specialist input.
-   Identify patterns in escalated cases and document findings for Quality, Training, and Operations.
-   Apply judgement where standard guidance does not fully address the situation.
-   Maintain high-quality records for audit, review, appeals, and continuous improvement.
-   Support operational learning by highlighting recurring issues, process gaps, and support risks.

## Requirements

### What You’ll Need

-   Strong experience in player support, technical support, trust and safety, account support, or complex customer operations.
-   Excellent investigation, documentation, and judgement skills.
-   Ability to work through sensitive or high-impact player issues calmly.
-   Confidence collaborating with support leadership and specialist teams.
-   Ability to translate complex issues into clear actions and recommendations.
-   Strong understanding of escalation discipline and operational risk.
-   Experience supporting quality, training, or process improvement activity is helpful.

### Keys For Success

-   Own complex cases with structure and accountability.
-   Apply policy and process judgement consistently.
-   Keep documentation clear, complete, and audit-ready.
-   Share insight that improves training, quality, and operations.
-   Help strengthen the support model through root cause and trend analysis.

## Apply

[Apply at Side](https://apply.workable.com/sideinc/j/279A739758/apply)

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