Senior Customer Service Representative

Role Description

We are seeking a Senior Customer Support Representative to support a leading online casino platform. This is a Part-time, Weekends
ONLY
and fully remote
position- ( 12 hours SAT & SUN)

The ideal candidate will have proven experience handling player support in the online gaming or casino industry. You’ll serve as a key escalation point for customer queries, manage payment redemptions, and conduct both manual and automated document verifications via platforms such as Sumsub. A strong commitment to delivering exceptional service, maintaining regulatory compliance, and ensuring player satisfaction is essential.

In addition to frontline support duties, you will mentor junior agents, track and report on recurring player issues, and collaborate with internal teams to improve overall customer service performance.

Key Responsibilities

Handle escalated customer inquiries across live chat, email, and voice channels with professionalism and speed.

Process and verify payout redemptions, ensuring compliance with internal controls and regional regulations.

Conduct KYC and document verification both manually and using Sumsub or similar automated systems.

Monitor and flag suspicious activities, potential fraud, or abuse, escalating to the risk and compliance teams as needed.

Maintain expert-level knowledge of the casino platform’s features, promotions, terms, and responsible gaming policies.

Assist in training, mentoring, and quality assurance efforts for junior support representatives.

Collaborate with internal departments (payments, fraud, technical teams) to resolve customer issues effectively.

Contribute to process optimization initiatives and help develop support strategies that enhance the player experience.

Qualifications

At least 3 years of experience in customer support, ideally within the online casino, iGaming, or betting industry.

Hands-on experience in payout processing and document/KYC verification (Sumsub experience is a strong plus).

Deep understanding of responsible gaming practices, support compliance, and risk management.

Exceptional communication skills with a high level of fluency in English (written and spoken).

Strong problem-solving skills, independence, and initiative in handling complex support situations.

Familiarity with CRM tools and support platforms.

Proven experience mentoring or supervising support staff is a plus.

Bachelor’s degree in Business, Communications, or a related field is preferred.

Remote Work Requirements

This role can be performed remotely only if the following technical and environmental requirements are met:

Uninterrupted 24/7 electricity supply (backup power solutions preferred).

Reliable fibre internet connection with minimum 40 Mbps download speed.

Computer specifications:

Processor: Intel Core i5 or higher

RAM: 8GB minimum

Storage: SSD with at least 250GB

Active noise-cancelling headset for clear communication.

Quiet and dedicated work environment free from distractions.

Excellent command of English, both written and spoken.

Ability to work independently, follow instructions accurately, and learn quickly.

Willingness to work in shifts, including nights, weekends, and holidays, as part of a 24/7 support operation.

Salary Range N300,000 – N400,000

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