T3 Support Agent

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.