Customer Support Specialist

Project: iGaming / USA Location: Remote — worldwide Employment: Full-time, B2B contractor Schedule: 5/2, rotating shifts, GMT+2 Salary: Up to $1,200/month, depending on interview results Probation period: 2 months Format: Online Office About the Role We are looking for an experienced Customer Support Specialist to join our team supporting players of a US-focused Sweepstakes Casino. You will communicate with customers primarily via Live Chat and tickets, helping them with account-related questions, bonuses, promotions, transactions, and platform-related issues. This role may also include outbound calls when needed — for example, when there are no active chat requests or when a customer's issue can be resolved more effectively by phone. Working Schedule The role operates on a rotating 5/2 schedule: - 1st shift: 05:00–14:00 GMT+2 - 2nd shift: 13:00–22:00 GMT+2 - 3rd shift: 21:00–06:00 GMT+2 Important: You must be comfortable working all three shifts, including night shifts. The schedule is expected to rotate approximately once a month. Breaks: 45-minute lunch + two 15-minute breaks. Requirements - 6+ months of practical Customer Support / Customer Service experience in iGaming is required - English C1+ — strong written and spoken English for communication with US customers, including phone calls - Fluent Russian — required for internal communication and teamwork - Experience working with Live Chat, tickets, and customer inquiries - Strong written communication and professional customer service skills - Ability to independently resolve standard customer issues and escalate complex cases - Experience handling account, payment, transaction, and player-related questions - Ability to handle multiple conversations simultaneously - Strong attention to detail and accuracy - Stress resilience, responsibility, and customer-oriented mindset - Willingness to make outbound calls when required - Willingness to work all three rotating shifts, including nights - Comfortable working with camera on and screen sharing during working hours - Residence in any country except Russia Responsibilities - Handle customer inquiries via Live Chat and ticketing systems - Assist players with products, bonuses, promotions, and platform rules - Check account information, transactions, and request statuses - Resolve customer issues within your area of responsibility - Make outbound calls when necessary - Escalate complex cases to the relevant departments - Follow up on open requests and keep customers informed - Document interactions, actions, and results in CRM and internal systems - Identify recurring complaints, technical issues, and process problems - Cooperate with other departments to resolve player issues - Handover pending cases and tasks to the next shift - Follow internal procedures, quality standards, and working schedules