Customer Support & VIP Host (Bilingual: English & Chinese)

Note: Remote and Onsite

Who We Are:

2UP.io is a brand new and exciting online casino and sportsbook that is getting ready to launch. We are a spin off from one of the most well known brands that has been a principal sponsor of English Premier League football teams. Our focus is on the next generation of iGaming with an emphasis on cryptocurrency, original games, sports and esports for the global stage.

The Role:
We are looking for a proactive and customer-focused Customer Support Agent/VIP Host to join our growing online crypto casino team. You will be the frontline of player communication, ensuring every customer receives fast, friendly, and effective support. In addition to assisting general users, you will also build strong relationships with high-value players (VIPs), ensuring top-tier engagement and satisfaction. If you thrive in a fast-paced environment and have a passion for crypto and iGaming, this role is for you. 

Preferred Candidate:

We are looking for someone who is passionate about gaming, familiar with cryptocurrency, and committed to delivering excellent customer experiences. You thrive under pressure, enjoy solving problems, and communicate with clarity and empathy. You are comfortable handling support queries and confident in nurturing long-term relationships with VIP players. Experience in online casinos, sportsbooks, or crypto platforms is highly valued.

What You’ll Do:

Player Assistance: Provide real-time support to players via live chat and email, resolving inquiries related to account issues, deposits, withdrawals, bonuses, and gameplay.

Crypto Support: Guide players through basic crypto-related topics (e.g. wallet use, USDT/ETH deposits).

Issue Escalation: Escalate technical or complex issues to relevant internal teams with detailed documentation.

Knowledge Base: Contribute to maintaining and updating FAQ/help center content.

Feedback Loop: Report player feedback and recurring issues to improve service quality and platform experience.

Compliance & Integrity: Follow internal support procedures and maintain professionalism and discretion at all times.

VIP Engagement: Build personal relationships with high-value players and ensure consistent, high-quality service

VIP Outreach: Proactively reach out to VIPs regarding promotions, account support, or general engagement

VIP Segmentation: Track player activity and spending to identify and manage VIP segments

Campaign Coordination: Coordinate with marketing and CRM teams for tailored campaigns and rewards

Job Requirements:

Experience: 1+ years of customer support experience, ideally in iGaming, fintech, or crypto industries.

Language: Strong written and spoken Chinese and English.

Crypto Familiarity: Basic understanding of cryptocurrencies, wallets, and blockchain transactions.

Tools: Familiar with CRM systems, chat platforms (e.g. Intercom), and ticketing systems.

Availability: Willing to work in shifts (including weekends and holidays) depending on business needs.

Soft Skills: Excellent communication, patience, and problem-solving skills. Detail-oriented and self-motivated.

Stress-tolerant: Ability to multitask and remain calm under pressure

Bonus Points:

• Familiar with top online crypto casinos.

• Familiar with cryptocurrencies.

• Prior experience working with VIP players in an online casino

• Knowledge of KYC, anti-fraud procedures, or responsible gaming practices.

• Typing speed of 50+ WPM and strong multitasking abilities.

• Understanding of betting patterns, bonuses, and player segmentation

• Experience working in a remote, international support environment.