Customer Support Representative

Title : Customer Support Representative Department : Customer Support Location : Remote About CoinPoker Welcome 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.

The Opportunity The 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.

We 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.

Key Responsibilities

Respond to player inquiries via live chat and/or email in a timely, professional, and on-brand manner, covering account, gameplay, bonus, and technical questions. Assist players with crypto deposits, withdrawals, wallet issues, and transaction status checks, escalating disputed or delayed transactions per SOP.

Explain platform terms clearly - wagering requirements, bonus rules, poker-specific rules (rake, tournament structures, table rules), and account limits. Monitor player activity for signs of fraud, multi-accounting, bonus abuse, or chargeback risk, and escalate flagged accounts through the correct chann