Whale Season: Customer Support Specialist | Crypto iGaming Platform
Whale Season: Customer Support Specialist | Crypto iGaming Platform
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]:
- Resume highlighting relevant experience
- 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." -
- 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.)
-
- Any experience in online casinos, sportsbooks, or gaming platforms?
- If none, explain your familiarity with the industry
-
- 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
- Optional but recommended:
-
- 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
- Application review (we actually read every thoughtful submission)
- 15-min screening call (culture fit, logistics)
- Skills assessment (live chat simulation + crypto knowledge test)
- Final interview (meet the team, discuss compensation)
- 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.