Customer Support Representative

Title: Customer Support Representative

Department: Customer Support

Location:  Remote

About CoinPoker

Welcome to CoinPoker, the innovative crypto-poker platform where advanced blockchain technology meets the thrilling world of online poker. At CoinPoker, we are revolutionizing the poker experience by offering fast, secure, and transparent gameplay. With recent substantial investment, we are poised to take over the online crypto-poker space and are expanding our team to support our growth.

The Opportunity

The Customer Support Representative is the first point of contact for players on our crypto poker platform, responsible for delivering fast, accurate, and friendly assistance via email. The role covers the full player journey, from onboarding and account queries to gameplay issues, crypto deposits/withdrawals, and responsible gambling support, while protecting platform integrity by identifying fraud, bonus abuse, or suspicious transaction activity. Given the 24/7, real-money nature of a crypto poker product, the representative must operate with strong judgement under time pressure, follow strict escalation protocols, and build genuine trust with a global, crypto-literate player base.

We are looking for two additions to the team to work the afternoon UTC shift (range 14:00 to 00:00). This schedule for this role will include weekend work.

Key Responsibilities:

• Respond to player inquiries via live chat and/or email in a timely, professional, and on-brand manner, covering account, gameplay, bonus, and technical questions.

• Assist players with crypto deposits, withdrawals, wallet issues, and transaction status checks, escalating disputed or delayed transactions per SOP.

• Explain platform terms clearly - wagering requirements, bonus rules, poker-specific rules (rake, tournament structures, table rules), and account limits.

• Monitor player activity for signs of fraud, multi-accounting, bonus abuse, or chargeback risk, and escalate flagged accounts through the correct channel.

• Support KYC/AML checks and basic verification steps in line with compliance procedures.

• Escalate complex, sensitive, or unresolved cases to the correct point of contact (POC) or Slack channel

• Maintain accurate, complete case notes and interaction logs in the ticketing system for audit and handover purposes.

• Stay current on new products, promotions, poker formats, and crypto market conditions that affect player questions (e.g., network congestion, gas fees, new coin listings).

• Identify and report recurring issues, bugs, or player feedback trends to the Team Leader to support continuous improvement.

• Support responsible gambling protocols, recognising at-risk behaviour and following intervention procedures.

Highly Desired Knowledge and Experience:

• Excellent written communication in English

• Written fluency in Mandarin / Chinese (Simplified or Traditional) is strongly preferred to support our growing Chinese-speaking player base.

• Basic to working knowledge of cryptocurrency: wallets, blockchain confirmations, network fees, common coins (BTC, ETH, USDT, etc.), and how deposits/withdrawals move on-chain.

• Comfort working in a fast-paced, 24/7 shift environment, including weekends/holidays.

• Prior experience in customer support, ideally in iGaming, fintech, or crypto; poker/casino product familiarity is a plus.

• Strong problem-solving instincts and a proactive, ownership-driven attitude.

• Familiarity with helpdesk/ticketing tools (e.g., Zendesk, Intercom, Freshdesk) and Slack-based internal communication.

• Discretion and judgement when handling financial disputes, fraud flags, and responsible-gambling conversations.

What We Offer:

• Competitive salary and performance-based bonuses.

• Opportunity to work with cutting-edge technology in the blockchain and online gaming industry.

• Flexible working hours and the ability to work fully remotely.

• A collaborative and inclusive team culture.

• Professional development opportunities and career growth within a rapidly evolving company.