SIDE is looking for Player Support Specialists to support escalated player cases for a confidential gaming programme.
This role is suited to experienced support professionals who can investigate issues in more depth, apply sound judgement, and support consistent case resolution across more complex player situations.
You will work closely with frontline agents, Team Leads, Quality, Training, Operations, and escalation teams to resolve complex cases and strengthen the wider support operation.
RequirementsWhat You’ll Be Doing
- Review and resolve escalated player support cases.
- Investigate account history, case context, transaction information, and platform data where access permits.
- Handle more complex account, technical, gameplay, and multi-platform support issues.
- Identify cases that require further escalation and provide clear supporting documentation.
- Share practical guidance with frontline agents where directed by leadership.
- Identify knowledge gaps, recurring issues, and process improvement opportunities.
- Maintain accurate case records to support quality, audit, and operational review.
- Experience in player support, customer support, technical support, or escalated case handling.
- Strong investigation and problem-solving skills.
- Clear written communication and documentation habits.
- Ability to handle sensitive or complex player issues with care.
- Confidence working with support systems, knowledge bases, and case management tools.
- Ability to identify patterns and raise improvement opportunities.
- Strong judgement when applying process and escalation guidance.
- Resolve escalated cases accurately and consistently.
- Support frontline teams through clear case insight.
- Escalate only when deeper review is required.
- Document decisions, actions, and evidence clearly.
- Help improve knowledge, process, and training through operational feedback.
Skills Required
- Experience in player support, customer support, technical support, or escalated case handling
- Strong investigation and problem-solving skills
- Clear written communication and documentation habits
- Ability to handle sensitive or complex player issues with care
- Confidence working with support systems, knowledge bases, and case management tools
- Ability to identify patterns and raise process improvement opportunities
- Strong judgement when applying process and escalation guidance
What We Do
Side transforms high-performing agents, teams, and independent brokerages into successful businesses and boutique brands that are 100% agent-owned. Headquartered in San Francisco, Side exclusively partners with the best agents, empowering them with proprietary technology and a premier support team so they can be more productive, grow their business, and focus on serving their clients.
Why Work With Us
Led by a team of experienced industry professionals and technology innovators, the Side team is constantly developing technology that improves agent productivity, legal compliance, marketing programs, and customer experience, to support the best-in-breed agents that we partner with.
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