Customer Experience Agent – Crypto iGaming (100% Remote)

A fast-growing international Crypto iGaming platform is expanding its Web3 vertical and looking to hire several Customer Experience Agents to support an upcoming launch. This is a fully remote role within a dynamic, remote-first company operating in a high-volume, crypto-driven environment.

You will be at the heart of platform operations: supporting players, handling payments, and monitoring risk, while ensuring an excellent customer experience and protecting platform integrity.

Responsibilities

Player Support

• Respond to player inquiries via live chat and email in a professional and timely manner

• Handle escalations related to accounts, bonuses, gameplay, technical issues, responsible gaming, and transactions

• Manage complaints professionally and escalate when required

• Support marketing campaigns by answering promotion-related queries

• Handle high ticket volumes with accuracy and attention to detail

Payments & Transactions

• Process and review crypto and fiat withdrawals

• Monitor payment queues to ensure timely payouts

• Investigate missing, delayed, or disputed transactions

• Liaise with internal product and payments teams

Risk & Fraud Monitoring

• Monitor player activity for suspicious behavior

• Identify fraud, bonus abuse, multi-accounting, or chargeback risks

• Review flagged accounts and apply internal policies

• Support account restrictions, suspensions, and closures

Compliance & Reporting

• Perform KYC and basic AML checks according to procedures

• Maintain accurate records and internal notes

• Report unusual activity or operational issues to management

Requirements

• 2–3+ years’ experience in Payments, Fraud, Risk, or Customer Support within online gaming or iGaming

• Strong written and spoken English (additional languages are a plus)

• Good understanding of crypto payment solutions and fraud prevention

• Experience using analytics tools to identify payment or fraud patterns

• Comfortable working in a fast-paced, 24/7 environment

• Own laptop suitable for remote work

• Experience with Chainalysis or similar tools is a plus

What’s Offered

• 100% remote role in a fast-growing Crypto iGaming company

• Competitive salary and bonus structure

• Opportunity to work in a cutting-edge Web3 environment

• Supportive international team and remote-first culture