spinhireCustomer Support Specialist — VIP, Casino & Sportsbook
О специалисте
Customer support specialist with over a year of hands-on iGaming experience on a multi-brand platform serving 30+ B2C and B2B casino brands. Handled 300-350 player cases per shift across rotating day, evening and night shifts, met KPI/SLA targets and held 100% audit results throughout the employment period. Supported up to ~50 VIP and high-value players per shift via chat and reviewed CRM profiles (deposits, withdrawals, GGR, turnover, bonus history) to back personalised bonus decisions. Performed account actions in the admin panel: bonus crediting, blocking and unblocking, cashback, free spins, wagering, duplicate accounts, self-exclusion and responsible gambling. Investigated casino incidents (game errors, unsettled rounds, geo-restrictions) and pre-match and live betting cases, escalating provider-dependent issues to VIP Management, Finance and Sports.
Навыки
Опыт работы
Customer Support Specialist — multi-brand iGaming platform, 30+ B2C & B2B casino brands (NDA) — [скрыто]: 300-350 player cases per shift, KPI/SLA met, 100% audit results across day, evening and night shifts.
Customer Support Specialist — same platform, VIP & player operations — [скрыто]: chat support for up to ~50 VIP and high-value players per shift; CRM profile review (deposits, withdrawals, GGR, turnover, bonus history) for personalised bonus decisions; escalation to VIP Management, Finance and Sports.
Investigated slot and provider game errors, unsettled rounds and geo-restrictions; handled incorrectly settled, unsettled and cancelled pre-match and live bets; raised and tracked internal technical tickets.
Образование
Medical education
Предпочтительная география
Remote
Языки
Russian — Native, English — Intermediate (B1)