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T3 Support Agent

Side· Player Support
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📍 Charleston, South Carolina, United States

About this role

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.

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.

Frequently Asked Questions

Is the salary disclosed for the T3 Support Agent position at Side?
The salary for this T3 Support Agent role at Side is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the T3 Support Agent position at Side located?
This T3 Support Agent role at Side is based in Charleston, South Carolina, United States. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
Which team or department does the T3 Support Agent at Side belong to?
This T3 Support Agent 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 T3 Support Agent 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 T3 Support Agent job at Side posted?
This T3 Support Agent position at Side was posted on Jul 17, 2026. Apply as soon as possible — early applications are often reviewed first.
T3 Support Agent
Side
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You'll be redirected to Side's official application page on workable.