T3 Support Agent

SIDE is looking for Senior Player Support Specialists to support the highest complexity player cases within a confidential gaming support programme.

This role is designed for experienced support professionals who can investigate difficult issues, manage sensitive escalations, and act as a bridge between support operations and internal stakeholder teams.

You will support complex case resolution, root cause identification, escalation documentation, and operational learning across the programme.

- Own complex escalated cases through investigation, resolution, or further escalation. - Support cases involving account security, sensitive player impact, policy interpretation, or complex technical context. - Work with internal stakeholder teams where cases require deeper review or specialist input. - Identify patterns in escalated cases and document findings for Quality, Training, and Operations. - Apply judgement where standard guidance does not fully address the situation. - Maintain high-quality records for audit, review, appeals, and continuous improvement. - Support operational learning by highlighting recurring issues, process gaps, and support risks.

- Strong experience in player support, technical support, trust and safety, account support, or complex customer operations. - Excellent investigation, documentation, and judgement skills. - Ability to work through sensitive or high-impact player issues calmly. - Confidence collaborating with support leadership and specialist teams. - Ability to translate complex issues into clear actions and recommendations. - Strong understanding of escalation discipline and operational risk. - Experience supporting quality, training, or process improvement activity is helpful.

- Own complex cases with structure and accountability. - Apply policy and process judgement consistently. - Keep documentation clear, complete, and audit-ready. - Share insight that improves training, quality, and operations. - Help strengthen the support model through root cause and trend analysis.