T3 Support Agent

About The Role

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.

What You’ll Be Doing

• 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.

Requirements

What You’ll Need

• 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.

Keys For Success

• 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.

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.