Player Support - Tier 2
Side· Player Support
About this role
About The Role
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.
What 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.
What You’ll Need
- 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.
Keys For Success
- 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.
Frequently Asked Questions
Is the salary disclosed for the Player Support - Tier 2 position at Side?
The salary for this Player Support - Tier 2 role at Side is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Is the Player Support - Tier 2 job at Side remote?
Yes, this Player Support - Tier 2 position at Side is remote, with team members based in Colombia, TELECOMMUTE. You can work from home or anywhere in the supported regions.
Is the Player Support - Tier 2 role at Side full-time or part-time?
This is listed as a Contract position. It is posted as a Player Support - Tier 2 role in the Player Support department at Side.
Which team or department does the Player Support - Tier 2 at Side belong to?
This Player Support - Tier 2 position is part of the Player Support department at Side. See the full job description for more information about the team structure and responsibilities.
How do I apply for the Player Support - Tier 2 position at Side?
Click the "Apply Now" button on this page. You will be redirected to Side's official application portal hosted on workable where you can submit your application directly.
When was the Player Support - Tier 2 job at Side posted?
This Player Support - Tier 2 position at Side was posted on Jul 30, 2026. Apply as soon as possible — early applications are often reviewed first.
Player Support - Tier 2
Side
You'll be redirected to Side's official application page on workable.