Job Description:
About Us
We’re a fast-growing gaming and iGaming platform transforming the digital entertainment space. We offer seamless experiences to players across the globe, with payments and financial reliability at the heart of our product. We’re now looking for a Payments Support Specialist to join our remote team and help resolve technical and transactional payment issues that impact our users and partners.
About the Role
As a Payments Support Specialist, you’ll be the first line of technical triage for transactional issues, ensuring players experience smooth deposits, withdrawals, and payment flows. You’ll work closely with product, engineering, and external payment providers to investigate, troubleshoot, and resolve basic payment-related technical tickets.
Key Responsibilities
• Monitor and respond to payment-related technical support tickets in a timely, accurate manner
• Investigate and resolve failed, delayed, or duplicate transactions using internal tools and payment provider dashboards
• Escalate complex technical issues to development or third-party partners with clear documentation
• Identify patterns and recurring issues, providing feedback to the product and engineering teams
• Collaborate with risk, fraud, and compliance teams when necessary
• Maintain accurate records of all issues, steps taken, and resolutions
• Assist in testing and QA for new payment flows or changes to existing systems
• Contribute to documentation and internal knowledge base to streamline future troubleshooting
Requirements
• 2+ years of experience in a technical support or payments operations role, ideally in gaming, fintech, or e-commerce
• Working knowledge of payment gateways, processors, and transaction flows (e.g., cards, eWallets, bank transfers)
• Strong analytical skills and attention to detail
• Experience using ticketing systems (e.g., Zendesk, Freshdesk, JIRA)
• Comfortable navigating dashboards and logs to trace payment issues
• Clear written and verbal communication skills
• Self-starter, comfortable working independently in a fully remote environment
• Bonus: Familiarity with SQL, payment APIs, or iGaming platforms