<span><p>Welcome to GAMING HUB LTDA, a consulting company dedicated to empowering businesses through services that drive success and growth. We specialize in Customer Support, Marketing, Design, SEO, Technology, and Operational Solutions. <br></p><p>We are looking for a<span></span><strong>2nd Line Customer Support Agent</strong><span></span>with proven experience in the<span></span><strong>iGaming industry</strong><span></span>to handle complex player inquiries, investigate escalated cases, and provide advanced operational and technical support.<br></p><p>The ideal candidate is analytical, detail-oriented, and solution-driven, with strong knowledge of iGaming operations, payment processes, KYC procedures, and player account management. This role requires excellent problem-solving skills, the ability to work closely with internal teams, and a commitment to ensuring timely resolutions, regulatory compliance, and a high-quality player experience in a fast-paced environment. <br><br></p>Key Responsibilities<br><ul><span></span><li>Handle and resolve complex player inquiries and escalated cases from the 1st Line Customer Support team, ensuring accurate and timely resolutions. <br></li><span></span><li>Investigate and troubleshoot account-related issues, payment discrepancies, bonus disputes, technical incidents, and gaming-related complaints. <br></li><span></span><li>Approve payment requests and resolve any issues or communication failures with payment providers. <br></li><span></span><li>Provide advanced support regarding deposits, withdrawals, refunds, payment failures, and transaction verification, coordinating with payment providers and internal teams when necessary. <br></li><span></span><li>Review and investigate KYC (Know Your Customer) verification issues, including documentation discrepancies, account restrictions, and identity verification processes. <br></li><span></span><li>Identify and escalate potential fraud, suspicious transactions, and AML-related concerns. <br></li><span></span><li>Handle complex bonus and promotional issues, including wagering requirements, eligibility disputes, and promotional adjustments, in accordance with internal policies. <br></li><span></span><li>Support the management of responsible gaming cases, including self-exclusion requests, account limitations, and other player protection measures. <br></li><span></span><li>Investigate technical and platform-related issues, collaborating with IT, Product, and external providers to identify root causes and implement solutions. <br></li><span></span><li>Act as a point of escalation for 1st Line Support Agents, providing guidance on complex cases, internal procedures, and operational best practices. <br></li><span></span><li>Monitor and follow up on pending and escalated tickets, ensuring compliance with internal SLAs and effective communication with relevant stakeholders. <br></li><span></span><li>Maintain accurate and detailed case records, investigation findings, and resolutions directly within payment platforms and internal systems. <br></li><span></span><li>Identify recurring issues, operational inefficiencies, and potential process improvements, contributing to the continuous improvement of support operations. <br></li><span></span><li>Ensure all activities comply with applicable iGaming regulations, GDPR, AML requirements, and responsible gaming policies. <br><br><br><br><br><br></li></ul>Requisitos<br><br>Requirements<br><ul><span></span><li><strong>Minimum of 2 years of mandatory experience in 2nd Line Customer Support</strong><span></span>within the iGaming, online casino, or sports betting industry.<br></li><span></span><li>Strong knowledge of iGaming platforms, casino and sportsbook operations, and player account management. <br></li><span></span><li>Previous experience handling complex customer cases, escalations, and technical or operational investigations. <br></li><span></span><li>Good understanding of payment processes, deposit/withdrawal approvals, transaction reconciliation, and troubleshooting directly with payment providers. <br></li><span></span><li>Familiarity with KYC procedures, AML requirements, fraud prevention, and responsible gaming policies. <br></li><span></span><li>Hands-on experience working with payment platforms and back-office management tools. <br></li><span></span><li>Fluent in Portuguese and English, both written and spoken. <br></li><span></span><li>Strong analytical thinking, problem-solving skills, and high attention to detail, with the ability to investigate and resolve complex issues independently. <br></li><span></span><li>Excellent communication and organizational skills, with the ability to coordinate effectively with multiple internal teams. <br></li><span></span><li>Ability to prioritize escalated cases, manage multiple investigations, and meet operational deadlines and SLAs. <br></li><span></span><li>Strong sense of responsibility, confidentiality, and compliance awareness when handling sensitive player information. <br></li><span></span><li>Ability to work independently and collaboratively in a fast-paced, dynamic iGaming environment. <br><br></li></ul><strong>Nice to Have</strong><br><br><br><ul><span></span><li>Direct experience with payment service providers (PSPs), payment gateways, and transaction monitoring tools. <br></li><span></span><li>Knowledge of casino and sportsbook back-office systems, including bonus configuration, wagering rules, and player account restrictions. <br></li><span></span><li>Previous involvement in process optimization, incident management, or training and supporting 1st Line teams. <br><br><br><br></li></ul>Vantagens<br><br>What We Offer<br><ul><span></span><li>A collaborative, innovative, and international work environment. <br></li><span></span><li>The opportunity to work with exciting brands and projects in the iGaming industry. <br></li><span></span><li>Competitive salary and benefits package. <br></li><span></span><li>Ongoing learning and professional development opportunities. <br></li><span></span><li>Career growth opportunities within a rapidly expanding organization. <br><br></li></ul><p>If you are passionate about delivering exceptional customer experiences while ensuring secure and compliant operations, we would love to hear from you. <br></p><p><strong>Join GAMING HUB and help us create a safe, seamless, and outstanding experience for our players.</strong></p><button><span><span><span>…</span><span> more</span></span></span></button></span>