Customer Support Specialist | Crypto iGaming Platform
Role Overview
As a Customer Support Specialist at Whale Season, you'll be the frontline of player experience in a dynamic crypto iGaming company. Your primary responsibilities include handling live chat and email support, troubleshooting technical issues, and engaging with the community on platforms like Discord. This mid-level role will significantly impact player satisfaction and community growth.
Perks & Benefits
Enjoy the flexibility of fully remote work while being part of a fast-growing crypto gaming revolution. The role offers a competitive salary and the opportunity to directly influence company culture and growth. You'll work in a collaborative environment that values your input, with a flexible schedule and potential weekend availability.
Full Job Description
Headquarters: Costa Rica URL: https://whaleseason.io
Fully Remote | Competitive Salary | Full-Time
The Opportunity Join a fast-growing crypto iGaming company where you'll be the frontline of our player experience. We need someone who can deliver world-class support while building and nurturing our community this isn't just a support role, it's a chance to shape how players experience crypto gaming. Primary Focus: Customer Support (60%) | Community Management (30%) | Business Development (10%)
What You'll Do Day-to-Day Customer Support (Your Main Responsibility)
Handle 40-60+ live chat and email tickets daily via Intercom Resolve crypto transaction issues, deposits/withdrawals, wallet problems, and gaming queries Troubleshoot technical issues with urgency and clear communication Document solutions and build out our help center Maintain 95%+ CSAT and sub-5 minute response times
Community Management
Actively moderate and engage on Discord (our main hub), Reddit, and gaming forums De-escalate issues, celebrate wins, and keep the vibe positive Share updates, host events, and create sticky content Report community sentiment and player feedback to leadership weekly
Growth & Outreach
Post strategically in crypto gaming communities and forums to attract quality players Build relationships with micro and mid-tier KOLs in the crypto gaming space Identify partnership opportunities through authentic engagement
Your Schedule
5 days/week, 8-hour shifts (40 hours total) Flexible shift times based on coverage needs (we'll discuss during interview) Weekend availability may be required on rotation
You're a Perfect Fit If You Have: Must-Haves (Non-Negotiable) Native/fluent English - impeccable grammar, spelling, and communication 2+ years hands-on crypto experience - you actively use wallets, understand gas fees, know the difference between CEX/DEX, and follow crypto culture 1+ year customer support experience with measurable performance metrics Intercom proficiency (or Zendesk/Freshdesk live chat platforms) Discord community management - you've actively moderated servers with 500+ members Genuine passion for gaming - you understand player psychology and gaming communities Strong Preferences P iGaming/online casino/sportsbook experience (huge plus)P Knowledge of provably fair systems, house edge, RTPP Experience with KOL outreach or affiliate marketingP Active on Crypto Twitter, Telegram, or BitcoinTalkP Understanding of responsible gambling practices
What Makes You Stand Out
You've worked in crypto startups or Web3 projects before You have screenshots/metrics proving your support performance (resolution time, CSAT, etc.) You've grown or managed online communities organically You understand meme culture and can communicate with players authentically You've personally used crypto casinos or gaming platforms
How to Apply (Read Carefully) Send the following to [email/application link]:
Resume highlighting relevant experience Required written responses (this is how we filter incomplete applications will be rejected): a) Crypto Background (150-250 words)b) iGaming Experience (100-200 words)c) Support & Community Proof (Include links/evidence)d) Scenario Response (Test your skills) "A player deposited 0.1 ETH 2 hours ago but it's not showing in their account. They're frustrated and threatening to leave a bad review. Write your response to them."
How long have you been in crypto? What projects/protocols do you use regularly? What's your involvement in the space? (Trading, DeFi, NFTs, communities, etc.)
Any experience in online casinos, sportsbooks, or gaming platforms? If none, explain your familiarity with the industry
Link to Discord server you've managed or moderated Screenshots of support metrics or customer feedback Examples of community posts/engagement you're proud of
Optional but recommended:
Your Crypto Twitter/Telegram handle Portfolio of communities you've built or managed
Why Join Us?
Work from anywhere in the world Be part of the crypto gaming revolution Competitive salary commensurate with experience Direct impact on company growth and culture Collaborative team that values your input
Our Hiring Process
Application review (we actually read every thoughtful submission) 15-min screening call (culture fit, logistics) Skills assessment (live chat simulation + crypto knowledge test) Final interview (meet the team, discuss compensation) Offer (fast decisions for the right candidate)
Important Notes:
Applications without the required written responses will be automatically rejected We prioritize quality over speed take time to craft thoughtful answers We're looking for 1-2 people maximum, so competition is high No agencies, no outsourcing companies
Ready to be our players' hero? Apply now.
To apply: https://weworkremotely.com/remote-jobs/whale-season-customer-support-specialist-crypto-igaming-platform
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