{"id":874884,"url":"https://alion.io/job/gypsy-customer-support-representative","title":"Customer Support Representative","company":{"id":675091,"name":"Gypsy Collective","domain":"gypsy.co","url":"https://alion.io/company/gypsy-3","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workable","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":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["PL","UA"],"hiring_countries_total":2,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-03T00:00:00Z","employer_posted_date":"2026-09-03","last_verified_at":"2026-11-07T05:10:17Z","board_verified":true,"closed_at":null,"days_open":65,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":65},"description":"We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.\nGypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.\nNow we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.\nYour daily adventures include:\nHandle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;\nVerify players and review relevant account, transaction, and communication history;\nCategorize and prioritize inquiries according to established procedures;\nResolve standard player inquiries independently within your area of responsibility;\nProvide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;\nPerform basic troubleshooting before escalating payment, website, account, or game-related issues;\nHandle standard VIP inquiries and escalate exceptional cases, compensation requests, and high-risk disputes to the VIP team;\nIdentify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;\nApply account restrictions or other actions when authorized by established procedures;\nPrepare clear and complete escalations with all relevant information, completed checks, and required actions;\nKeep players informed and maintain communication until the case is resolved or taken over by the responsible team;\nAccurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;\nProtect players’ personal, financial, and account information;\nFollow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;\nReport recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;\nParticipate in training, quality reviews, and coaching sessions.\nRequirements\nWhat makes you a great match:\nPrevious experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;\nEnglish proficiency at B1-B2 level;\nStrong written communication and customer service skills;\nBasic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;\nAbility to follow procedures, decision trees, and escalation rules;\nStrong attention to detail and ability to handle several conversations simultaneously;\nAbility to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;\nHigh level of responsibility, discipline, and ownership;\nWillingness to work 12-hour day and night shifts, including weekends and public holidays.\nBenefits\nOur Benefits:\nFlexible payment options: choose the method that works best for you;\nFinancial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;\nLearn & grow: We cover courses and certifications - and offer real opportunities to grow your career with us;\nBenefit Сafeteria: Choose what suits you - sports, language courses, therapy sessions, and more;\nStay connected: From team-building events to industry conferences - we bring people together online, offline, and on stage;\nModern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;","description_format":"text","description_chars":3920,"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":"Intermediate (B1)","optional":false}]},"benefits":[],"hiring_locations":[{"name":"Poland","iso":"PL","kind":"country"},{"name":"Ukraine","iso":"UA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Recruiting & Staffing"],"lifecycle":[{"event":"open","at":"2026-09-13T19:41:40Z"}],"visa":[],"liveness":{"score":15,"band":"cold","label":"Long shot","p_open":1,"p_active":0.532,"p_room":0.28,"age_days":65,"expected_fill_days":28,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-11-07T05:47:08Z"},"pay":null,"html_url":"https://alion.io/job/gypsy-customer-support-representative","json_url":"https://alion.io/job/gypsy-customer-support-representative.json","meta":{"generated_at":"2026-11-07T06:46:51Z","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":1014,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-08T00:00:00Z"}},"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":675091},"rest":"https://alion.io/mcp/rest/get_company?id=675091"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fgypsy-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%2Fgypsy-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%2Fgypsy-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/gypsy-customer-support-representative\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fgypsy-customer-support-representative"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":874884}},{"tool":"search_jobs","arguments":{"company":"gypsy.co","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":874884},"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); https://alion.io/mcp with an Alion account has everything. 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