Role overview
Location: United States
Employment type: Full-time or part-time
Pay: $25.00/hour
Work model: Remote
About the role
Support players on a social and sweepstakes gaming platform by answering questions, troubleshooting issues, and resolving concerns involving accounts, purchases, redemptions, promotions, gameplay, and platform functionality. Deliver responsive, professional service while maintaining accuracy and following established procedures.
Daily support duties
- Provide timely, friendly, and professional assistance across player service channels.
- Troubleshoot account, transaction, promotion, gameplay, and platform questions using established guidelines.
- Review account information and transaction details through internal tools to investigate and resolve concerns.
- Document player interactions, resolutions, and recurring issues accurately.
- Escalate complex, sensitive, or unresolved cases to the appropriate team members.
- Follow service standards, policies, and procedures to provide a consistent player experience.
- Meet service quality and performance expectations while maintaining empathy and professionalism.
- Support team coverage needs according to your assigned schedule and employment arrangement.
Part-time coverage expectations
- Communicate availability clearly and respond promptly to requests for additional coverage.
- Accept or decline additional shifts in a timely manner as scheduling needs change.
- Provide coverage during team members' sick days, vacations, and other absences.
What you will need
- 2+ years of customer support experience in social gaming, sweepstakes gaming, iGaming, or another regulated environment.
- Strong written and verbal communication skills and an empathetic approach to player interactions.
- Excellent problem-solving skills and the ability to remain calm and professional when addressing concerns.
- Strong attention to detail, organization, and consistent adherence to established processes.
- Reliability, flexibility, and responsiveness to scheduling and coverage needs.
- Comfort learning new tools, systems, and workflows in a fast-paced environment.
- A dedicated home workspace suitable for focused, professional work throughout scheduled shifts.
Helpful experience
- Experience with Intercom or similar customer support platforms.
- A background in mobile gaming, social casino, sweepstakes gaming, or digital entertainment.
- Previous remote customer service experience, particularly with flexible scheduling or on-call coverage.