Customer Care Poker Specialist

GermanyRemoteFull-timemid

OtherCustomer Care

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Quick Summary

Requirements Summary

Previous experience in customer support, ideally within iGaming, gambling, poker, or another fast-paced digital service envir

Technical Tools

OtherCustomer Care

This is a fully remote customer support role focused on delivering a high-quality experience to poker and gaming customers across international markets.
You will assist users through chat and email, helping them navigate registration, verification, payments, bonuses, promotions, tournaments, and cash games.
The role combines customer care, product knowledge, problem-solving, and close collaboration with specialist teams.
You will investigate issues, identify potential bugs, escalate complex cases, and ensure customer feedback reaches the right internal stakeholders.
Success requires strong written communication, attention to detail, empathy, and the ability to maintain service quality while managing multiple conversations.
You will work in a fast-paced environment where continuous learning, process improvement, and customer satisfaction are highly valued.
The position offers remote flexibility alongside structured development opportunities, training, and a strong focus on employee wellbeing.

Respond to customer inquiries through designated support channels, primarily chat and email.
Provide accurate and helpful information about registration, KYC verification, deposits and withdrawals, bonuses, rakeback, promotions, loyalty programs, poker tournaments, and cash games.
Investigate and resolve customer issues, including identifying potential product or technical bugs and collaborating with relevant specialist teams.
Escalate complex or sensitive cases appropriately while maintaining clear ownership of the customer experience.
Document customer interactions accurately and consistently in the relevant support systems.
Meet established individual service-level and performance targets, including SLA and KPI requirements.
Collect, document, and communicate customer feedback to help identify recurring issues and opportunities for improvement.
Maintain up-to-date knowledge of products, poker-related features, internal processes, and support procedures.
Adapt effectively to a changing environment and continuously improve knowledge of tools, products, and workflows.

Requirements

~1 min read

Previous experience in customer support, ideally within iGaming, gambling, poker, or another fast-paced digital service environment.
English proficiency at Upper-Intermediate level (B2) or above, with excellent written communication skills.
Ability to communicate clearly, accurately, and professionally in writing while maintaining a helpful and customer-focused tone.
Strong multitasking skills and the ability to manage multiple customer interactions without compromising quality.
Customer-oriented mindset with a genuine focus on resolving issues rather than simply closing support tickets.
High level of responsibility, self-organization, and independence in managing daily tasks.
Excellent attention to detail and the ability to identify information or inconsistencies that could affect customer outcomes.
Experience handling customer objections and challenging interactions with patience and professionalism.
Empathy and emotional resilience, with the ability to remain calm and constructive when dealing with difficult cases.
Openness to learning new products, tools, processes, and industry concepts.
Willingness and ability to work a rotating or flexible shift schedule.
Experience with Freshdesk, Freshchat, Zendesk, or similar help desk platforms is an advantage.
Familiarity with Slack, Jira, Confluence, or comparable collaboration and workflow tools is a plus.
Previous experience in poker support and/or iGaming is particularly valuable.