Tier 2 Senior Customer Support Specialist

Join the Future of Crypto Gaming at over99.com

At over99.com, we operate crypto casinos serving players around the world. Our support team helps players navigate everything from everyday account queries to complex payment and game-related issues.

We are looking for a Tier 2 Senior Customer Support Specialist to take ownership of escalated cases, guide our Tier 1 agents and help improve support quality. You’ll combine thorough investigation with clear communication, working closely with internal teams and game providers to resolve issues and improve the player experience.

What You’ll Do

• Take ownership of complex cases escalated by Tier 1, including payment discrepancies, account issues, promotional queries and disputed game rounds.

• Provide day-to-day guidance to Tier 1 agents, helping them investigate cases, follow procedures and identify when escalation is necessary.

• Review a sample of Tier 1 conversations for accuracy, investigation quality, communication, tagging and process compliance, providing constructive feedback in collaboration with the QA lead.

• Investigate issues using account activity, transaction records, game history and available troubleshooting tools before escalating to other teams.

• Raise clear, well-documented tickets with game providers and internal teams, including relevant evidence, troubleshooting steps and the impact on the player.

• Track escalated cases through to resolution, follow up on outstanding actions and ensure players and frontline agents receive timely updates.

• Investigate crypto deposit and withdrawal issues using blockchain explorers and internal payment tools.

• Handle escalated player complaints professionally, working with Risk, Payments, VIP and Technical teams where required.

• Identify recurring issues, knowledge gaps and unnecessary escalations, and recommend practical improvements.

• Help maintain internal procedures, knowledge-base articles and macros, and support the training of new agents.

• Maintain accurate case records and clear handover notes to ensure continuity across shifts.

• Follow security, data protection and responsible gambling procedures, acting within the role’s authority and escalating sensitive cases appropriately.

• Support live chat and email coverage when required.

• Previous experience in a Tier 2, senior support or escalation-handling role within iGaming.

• Experience supporting frontline agents and providing clear, constructive feedback.

• Strong investigation skills, with the ability to interpret transaction records, game history and basic technical logs.

• Practical understanding of cryptocurrency transactions, networks, transaction hashes and blockchain explorers.

• Experience working with game-provider service desks and managing cases through to resolution.

• The judgement to distinguish between issues Support can resolve independently and those requiring specialist review or approval.