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.

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.