Customer Support Specialist (LATAM)

Responsibilities

• You will investigate issues that extend beyond standard support — validating payment flows, identifying root causes, and coordinating with Product, Engineering, and Payments teams to drive resolution. Your work will directly influence both user experience and the stability of our platform.

User Support and Issue Resolution

• Provide timely and professional support to players regarding payments, accounts, and platform usage
• Investigate complex payment and account issues beyond automated support
• Validate payment status, identify root causes, and coordinate resolution with internal teams
• Distinguish between payment issues, product defects, and game-related inquiries
• Ticket Management

Manage incoming requests and ensure SLA compliance

• Maintain clear and consistent communication throughout the lifecycle of each case
• Prioritize and escalate issues with the appropriate context and supporting information

Monitoring and Continuous Improvement

• Identify recurring issues and report trends affecting product, payments, or user experience
• Collaborate with Product, Engineering, and Payments teams to improve support processes and reduce recurring issues
• Contribute to scaling support operations through process improvements and automation

Requirements

• Experience in customer support, technical support, user operations, or a similar customer-facing role
• Excellent written and spoken English with clear, professional communication skills
• Strong analytical and problem-solving skills with attention to detail and process discipline
• Ability to explain technical or operational issues in a simple, user-friendly way

Preferred

• Experience in gaming, mobile applications, or digital products

Experience in payments, fintech, or banking operations

• Familiarity with customer support platforms such as Zendesk or Intercom
• Understanding of payment flows, transaction lifecycles, and common payment issues

Required Qualifications

Ability to work in a shift-based or flexible schedule

Why Join Us

• World-class team work alongside experienced professionals from around the globe who have built products used by millions of players
• High growth, high impact be part of a fast-growing company where ideas turn into products and reach customers in days, not months
• Autonomy and ownership we trust people to make decisions, take initiative, and drive results
• Modern tools and technology use AI, automation, and modern tools as part of your everyday work
• Equity participate in the company's growth and long-term success