{"id":868414,"url":"https://alion.io/job/coinpoker-customer-support-representative","title":"Customer Support Representative","company":{"id":693416,"name":"Coin Poker","domain":"coinpoker.com","url":"https://alion.io/company/coinpoker","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Teamtailor","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"inferred_company_offices","remote_working_hours":{"label":"UTC","utc_offset_min":0,"utc_offset_max":0},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["BR"],"hiring_countries_total":1,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Slack","optional":false},{"name":"Freshdesk","optional":true},{"name":"Intercom","optional":true},{"name":"Zendesk","optional":true}],"status":"closed","first_seen_at":"2026-09-01T12:08:08Z","employer_posted_date":"2026-09-01","last_verified_at":"2026-10-28T15:06:35Z","board_verified":false,"closed_at":"2026-10-28T15:06:35Z","days_open":57,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":57},"description":"Title: Customer Support Representative\nDepartment: Customer Support\nLocation: Remote\nAbout CoinPoker\nWelcome to CoinPoker, the innovative crypto-poker platform where advanced blockchain technology meets the thrilling world of online poker. At CoinPoker, we are revolutionizing the poker experience by offering fast, secure, and transparent gameplay. With recent substantial investment, we are poised to take over the online crypto-poker space and are expanding our team to support our growth.\nThe Opportunity\nThe Customer Support Representative is the first point of contact for players on our crypto poker platform, responsible for delivering fast, accurate, and friendly assistance via email. The role covers the full player journey, from onboarding and account queries to gameplay issues, crypto deposits/withdrawals, and responsible gambling support, while protecting platform integrity by identifying fraud, bonus abuse, or suspicious transaction activity. Given the 24/7, real-money nature of a crypto poker product, the representative must operate with strong judgement under time pressure, follow strict escalation protocols, and build genuine trust with a global, crypto-literate player base.\nWe are looking for two additions to the team to work the afternoon UTC shift (range 14:00 to 00:00). This schedule for this role will include weekend work.\nKey Responsibilities:\nRespond to player inquiries via live chat and/or email in a timely, professional, and on-brand manner, covering account, gameplay, bonus, and technical questions.\n\nAssist players with crypto deposits, withdrawals, wallet issues, and transaction status checks, escalating disputed or delayed transactions per SOP.\n\nExplain platform terms clearly - wagering requirements, bonus rules, poker-specific rules (rake, tournament structures, table rules), and account limits.\n\nMonitor player activity for signs of fraud, multi-accounting, bonus abuse, or chargeback risk, and escalate flagged accounts through the correct channel.\n\nSupport KYC/AML checks and basic verification steps in line with compliance procedures.\n\nEscalate complex, sensitive, or unresolved cases to the correct point of contact (POC) or Slack channel\n\nMaintain accurate, complete case notes and interaction logs in the ticketing system for audit and handover purposes.\n\nStay current on new products, promotions, poker formats, and crypto market conditions that affect player questions (e.g., network congestion, gas fees, new coin listings).\n\nIdentify and report recurring issues, bugs, or player feedback trends to the Team Leader to support continuous improvement.\n\nSupport responsible gambling protocols, recognising at-risk behaviour and following intervention procedures.\n\nHighly Desired Knowledge and Experience:\nExcellent written communication in English; clear, empathetic, and concise under pressure.\n\nBasic to working knowledge of cryptocurrency: wallets, blockchain confirmations, network fees, common coins (BTC, ETH, USDT, etc.), and how deposits/withdrawals move on-chain.\n\nComfort working in a fast-paced, 24/7 shift environment, including weekends/holidays.\n\nPrior experience in customer support, ideally in iGaming, fintech, or crypto; poker/casino product familiarity is a plus.\n\nStrong problem-solving instincts and a proactive, ownership-driven attitude.\n\nFamiliarity with helpdesk/ticketing tools (e.g., Zendesk, Intercom, Freshdesk) and Slack-based internal communication.\n\nDiscretion and judgement when handling financial disputes, fraud flags, and responsible-gambling conversations.\n\nWhat We Offer:\nCompetitive salary and performance-based bonuses.\n\nOpportunity to work with cutting-edge technology in the blockchain and online gaming industry.\n\nFlexible working hours and the ability to work fully remotely.\n\nA collaborative and inclusive team culture.\n\nProfessional development opportunities and career growth within a rapidly evolving company.","description_format":"text","description_chars":3917,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"Upper-Intermediate (B2)","optional":false}]},"benefits":["Flexible schedule","Professional development"],"hiring_locations":[{"name":"Brazil","iso":"BR","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Crypto Exchanges"],"lifecycle":[{"event":"open","at":"2026-09-13T15:15:20Z"},{"event":"close","at":"2026-10-28T15:06:35Z"}],"visa":[],"liveness":null,"pay":null,"html_url":"https://alion.io/job/coinpoker-customer-support-representative","json_url":"https://alion.io/job/coinpoker-customer-support-representative.json","meta":{"generated_at":"2026-10-29T07:56:07Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":12118,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-30T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":693416},"rest":"https://alion.io/mcp/rest/get_company?id=693416"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcoinpoker-customer-support-representative"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcoinpoker-customer-support-representative"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcoinpoker-customer-support-representative"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/coinpoker-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcoinpoker-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":868414}},{"tool":"search_jobs","arguments":{"company":"coinpoker.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":868414},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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