Customer Support Representative

About CoinPoker

CoinPoker is an innovative crypto-poker platform combining advanced blockchain technology with the excitement of online poker.

• Fast, secure, and transparent gameplay.

• Backed by substantial investment, poised to dominate the online crypto-poker space.

• Expanding team to support rapid growth.

The Opportunity

The Customer Support Representative is the first point of contact for players, delivering fast, accurate, and friendly assistance via email.

• Covers the full player journey: onboarding, account queries, gameplay issues, crypto deposits/withdrawals, and responsible gambling support.

• Protects platform integrity by identifying fraud, bonus abuse, or suspicious activity.

• Operates under time pressure with strong judgment and strict escalation protocols.

• Builds genuine trust with a global, crypto-literate player base.

Schedule: Afternoon UTC shift (14:00–00:00), including weekends.

Key Responsibilities

• Respond to player inquiries via live chat/email (account, gameplay, bonus, technical).

• Assist with crypto deposits, withdrawals, wallet issues, and transaction checks.

• Explain platform terms clearly (wagering, bonus rules, rake, tournaments, account limits).

• Monitor activity for fraud, multi-accounting, bonus abuse, chargeback risk.

• Support KYC/AML checks and basic verification steps.

• Escalate complex/sensitive cases to correct point of contact.

• Maintain accurate case notes and logs in ticketing system.

• Stay current on products, promotions, poker formats, and crypto market conditions.

• Report recurring issues, bugs, or feedback trends.

• Support responsible gambling protocols and interventions.

Highly Desired Knowledge & Experience

• Excellent written communication in English (clear, empathetic, concise).

• Basic to working knowledge of cryptocurrency (wallets, confirmations, fees, BTC/ETH/USDT).

• Comfort in fast-paced, 24/7 shift environments (weekends/holidays).

• Prior customer support experience (iGaming, fintech, crypto preferred).

• Familiarity with poker/casino products a plus.

• Strong problem-solving instincts and proactive attitude.

• Experience with helpdesk/ticketing tools (Zendesk, Intercom, Freshdesk) and Slack.

• Discretion and judgment in handling disputes, fraud flags, and responsible gambling.

What We Offer

• Competitive salary + performance-based bonuses.

• Opportunity to work with cutting-edge blockchain and gaming technology.

• Flexible hours + fully remote work.

• Collaborative, inclusive team culture.

• Professional development and career growth opportunities.