Whale Season: Customer Support Specialist | Crypto iGaming Platform

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Headquarters: Costa Rica

URL: https://whaleseason.io

Fully Remote | Competitive Salary | ⏰ Full-Time

The Opportunity

Join a fast-growing crypto iGaming company where you’ll be the frontline of our player experience. We need someone who can deliver world-class support while building and nurturing our community—this isn’t just a support role, it’s a chance to shape how players experience crypto gaming.

Primary Focus: Customer Support (60%) | Community Management (30%) | Business Development (10%)

What You’ll Do Day-to-Day

Customer Support (Your Main Responsibility)

• Handle 40-60+ live chat and email tickets daily via Intercom
• Resolve crypto transaction issues, deposits/withdrawals, wallet problems, and gaming queries
• Troubleshoot technical issues with urgency and clear communication
• Document solutions and build out our help center
• Maintain 95%+ CSAT and sub-5 minute response times

Community Management

• Actively moderate and engage on Discord (our main hub), Reddit, and gaming forums
• De-escalate issues, celebrate wins, and keep the vibe positive
• Share updates, host events, and create sticky content
• Report community sentiment and player feedback to leadership weekly

Growth & Outreach

• Post strategically in crypto gaming communities and forums to attract quality players
• Build relationships with micro and mid-tier KOLs in the crypto gaming space
• Identify partnership opportunities through authentic engagement

Your Schedule

• 5 days/week, 8-hour shifts (40 hours total)
• Flexible shift times based on coverage needs (we’ll discuss during interview)
• Weekend availability may be required on rotation

You’re a Perfect Fit If You Have:

Must-Haves (Non-Negotiable)

✅ Native/fluent English – impeccable grammar, spelling, and communication
✅ 2+ years hands-on crypto experience – you actively use wallets, understand gas fees, know the difference between CEX/DEX, and follow crypto culture
✅ 1+ year customer support experience with measurable performance metrics
✅ Intercom proficiency (or Zendesk/Freshdesk—live chat platforms)
✅ Discord community management – you’ve actively moderated servers with 500+ members
✅ Genuine passion for gaming – you understand player psychology and gaming communities

Strong Preferences

⭐ iGaming/online casino/sportsbook experience (huge plus)
⭐ Knowledge of provably fair systems, house edge, RTP
⭐ Experience with KOL outreach or affiliate marketing
⭐ Active on Crypto Twitter, Telegram, or BitcoinTalk
⭐ Understanding of responsible gambling practices

What Makes You Stand Out

• You’ve worked in crypto startups or Web3 projects before
• You have screenshots/metrics proving your support performance (resolution time, CSAT, etc.)
• You’ve grown or managed online communities organically
• You understand meme culture and can communicate with players authentically
• You’ve personally used crypto casinos or gaming platforms

How to Apply (Read Carefully)

Send the following to [email/application link]:

1. Resume highlighting relevant experience
2. Required written responses (this is how we filter—incomplete applications will be rejected): a) Crypto Background (150-250 words)
   b) iGaming Experience (100-200 words)
   c) Support & Community Proof (Include links/evidence)
   d) Scenario Response (Test your skills) “A player deposited 0.1 ETH 2 hours ago but it’s not showing in their account. They’re frustrated and threatening to leave a bad review. Write your response to them.”
3. • How long have you been in crypto?
   • What projects/protocols do you use regularly?
   • What’s your involvement in the space? (Trading, DeFi, NFTs, communities, etc.)
4. • Any experience in online casinos, sportsbooks, or gaming platforms?
   • If none, explain your familiarity with the industry
5. • Link to Discord server you’ve managed or moderated
   • Screenshots of support metrics or customer feedback
   • Examples of community posts/engagement you’re proud of
6. Optional but recommended:
7. • Your Crypto Twitter/Telegram handle
   • Portfolio of communities you’ve built or managed

Why Join Us?

• Work from anywhere in the world
• Be part of the crypto gaming revolution
• Competitive salary commensurate with experience
• Direct impact on company growth and culture
• Collaborative team that values your input

Our Hiring Process

1. Application review (we actually read every thoughtful submission)
2. 15-min screening call (culture fit, logistics)
3. Skills assessment (live chat simulation + crypto knowledge test)
4. Final interview (meet the team, discuss compensation)
5. Offer (fast decisions for the right candidate)

⚠️ Important Notes:

• Applications without the required written responses will be automatically rejected
• We prioritize quality over speed—take time to craft thoughtful answers
• We’re looking for 1-2 people maximum, so competition is high
• No agencies, no outsourcing companies

Ready to be our players’ hero? Apply now.

To apply: https://weworkremotely.com/remote-jobs/whale-season-customer-support-specialist-crypto-igaming-platform

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