Mid-Level Customer Support Representative

ABOUT US

Ruby Labs is a leading tech company that creates and operates innovative consumer products. We offer a diverse range of opportunities across the health, education, and entertainment industries. Our innovative teams are driving the future of consumer-led products, and we're always looking for passionate individuals to join us. Learn more about our story at: https://rubylabs.com/about-us/

ABOUT THE ROLE

We're looking for a detail-oriented and highly reliable Customer Support Representative for Payouts to join our operations team. In this role, you'll be responsible for reviewing, verifying, and processing player withdrawal requests to ensure payouts are accurate, compliant, and delivered in a timely manner. You'll handle payout-related support tickets and escalate suspicious activity to the AML/risk team.

This is a role for someone who thrives on precision, can spot irregularities quickly, and understands the importance of secure financial operations in the sweepstakes casino space.

KEY RESPONSIBILITIES

- Review and process player withdrawal requests in accordance with company policies and sweepstakes regulations.

- Handle payout-related support tickets.

- Verify player identities and documentation as part of KYC (Know Your Customer) procedures.

- Conduct fraud and risk checks to identify suspicious activity, multi-accounting, or abuse of promotions.

- Escalate suspicious activity to the AML / risk team.

- Ensure all payouts are processed accurately and within defined service level timelines.

- Coordinate with payment providers and internal teams to resolve payout issues or transaction failures.

- Work closely with the customer support team to address player inquiries related to redemptions and payouts.

- Maintain detailed records of payout activity, verification steps, and player documentation.

- Monitor payout workflows and flag operational issues, fraud risks, or process inefficiencies.

- Assist with the development and improve...