Customer Support - Online Poker

About RAIZE

RAIZE is a live-dealer poker platform, licensed in Anjouan (Costa Rica-based). We're building the next generation of real-money live poker for players around the world — real dealers, real tables, real stakes, all online. We're a lean, fast-moving team and this hire will be one of the first dedicated voices our players interact with.

What you'll do

• Be the first point of contact for players via live chat, email, and in-app support — troubleshooting account, deposit/withdrawal, gameplay, and table-related issues
• Own tickets end-to-end, escalating technical or compliance-sensitive issues to the right internal team
• Work rotating shifts to ensure 24/7 coverage for a global player base across time zones
• Monitor live tables during active sessions and flag disputes, technical glitches, or dealer issues in real time
• Document recurring issues and player feedback to help improve the product
• Maintain a calm, professional tone with players in high-stakes, sometimes high-emotion situations (real money, live poker — tempers run hot)
• Help build and refine our support playbooks, macros, and FAQ as we scale

What we're looking for

• 1–3 years in customer support, ideally in gaming, iGaming, fintech, or another real-money/regulated environment
• Excellent written English; comfortable handling frustrated or high-pressure conversations with patience and clarity
• Comfortable working rotating shifts, including nights/weekends, to cover a 24/7 player base
• Reliable home setup for fully remote work (stable internet, quiet workspace)
• Familiarity with poker or card games is a strong plus — you don't need to be a pro, but understanding the game helps you understand our players
• Comfortable using AI tools day-to-day — Claude, Slack, and Telegram are core to how we work and support players
• Self-starter who's comfortable in a small team without heavy hand-holding