Winna.com is redefining what’s possible in crypto gaming. Our mission is to deliver a lightning-fast, seamless, and secure player experience powered by cutting-edge blockchain technology.

We are building one of the most advanced crypto gaming platforms in the industry — and we’re only getting started.

Due to continued growth, we are looking for an experienced Tier 2 Customer Support Specialist with a strong background in the crypto iGaming space to support our global player base across all verticals.

Responsibilities

• Provide high-quality customer support via live chat and email, resolving player inquiries related to accounts, payments, promotions, and platform-related issues

• Have the experience dealing with escalated tickets, investigating and debugging prior to escalations.

• Experience with dealing with game providers using their service desk and dealing with bet issues or bugs

• Manage and resolve player complaints professionally, escalating complex or unresolved cases to senior team members when required

• Assist players with account creation, password resets, deposits and withdrawals, bonuses, and other account-related queries

• Maintain up-to-date knowledge of Winna’s products, promotions, terms, and policies to ensure accurate and consistent communication

• Follow company security protocols and ensure compliance with gaming regulations and responsible gambling standards

• Troubleshoot and resolve common technical issues, including platform errors, payment processing issues, and site navigation challenges

• Capture and communicate player feedback to relevant internal teams to support continuous improvement

• Maintain accurate and detailed records of customer interactions for reporting and compliance purposes

• Collaborate closely with internal teams to resolve issues efficiently and improve the overall player experience

Requirements

• 2–3 years of experience in customer support within the iGaming industry, ideally in a crypto environment

• Good understanding of balance transactions, bonuses structure and game rules.

• Familiarity with iGaming platforms, CRM systems, and basic technical troubleshooting

• Excellent written and verbal communication skills, with the ability to explain complex information clearly

• Strong problem-solving skills and the ability to remain calm and effective under pressure

• High attention to detail, particularly when handling sensitive player data and financial transactions

• A strong customer-first mindset and passion for delivering exceptional service

• Fluency in English is required; additional languages are a plus

• Ability to work shifts, including evenings, weekends, and holidays

• Knowledge of online casino games, sports betting, poker, and/or esports

Why Join Winna.com?

• Join a fast-growing, well-funded company operating at the intersection of gaming and blockchain

• Remote-first culture with flexible working hours and an emphasis on autonomy and trust

• Work on innovative products you’ll be proud to support

What You’ll Get

• Competitive salary — top-of-market for top-tier talent

• Fully remote work environment

• Generous holiday allowance

• Flexible working hours and time off, with a focus on results

• Performance-related bonus rewarding meaningful impact

Availability for CET time with the ability to work on a 24/7 rotation