Customer Support Agent Poker Expert (Part-Time)

About us

GTO Wizard is the leading poker training tool, trusted by top players and industry brands worldwide. Recognized as the #1 educational resource in poker, we’re revolutionizing poker education and providing thousands of players with the tools to elevate their game. Our global team thrives on a culture of autonomy, responsibility, and excellence, empowering talented professionals to grow and succeed as part of a dynamic, fast-growing company.

If you're passionate about poker, eager to shape the future of the game, and ready to move up in stakes by joining a company that values passion, growth, and innovation, join us in redefining how poker is studied and played.

Why is this role important?

At GTO Wizard, we're empowering thousands of poker players worldwide to achieve game mastery. Our cutting-edge platform provides the tools to learn, practice, and seriously elevate their skills. As our community grows, so do the poker-related questions of our community. That's why we're looking for a passionate Poker Expert to join our Support team. This is your chance to directly impact our users' success, share your deep poker knowledge, and help them unlock the full potential of GTO Wizard to create an outstanding experience.

In this role, you will:

Address poker-related queries from users:

• Actively monitor and address diverse poker strategy, GTO theory, and GTO Wizard app-related questions from our global user community, primarily via dedicated Discord channels.

• Provide timely, accurate, and insightful responses that not only solve problems but also enhance our users' understanding of poker and our platform.

• Confidently tackle complex GTO Wizard app inquiries, collaborating with our senior technical experts when needed to deliver comprehensive solutions.

Deliver best-in-class customer experience:

• Ensure every user interaction is swift, relevant, and contributes to a positive experience – no query left behind.

• Efficiently identify, document, and escalate user-reported issues (bugs, technical glitches) to the relevant internal teams, owning the communication loop until resolution.

• Proactively inform users about the status of their reported issues and the implemented fixes, ensuring they feel heard and valued.

Define new customer support processes:

• Proactively identify opportunities and contribute to the continuous refinement of our support processes, internal knowledge base, and user-facing documentation (FAQs, guides).

• Act as a crucial feedback conduit, channeling valuable user insights, common pain points, and feature requests regarding poker strategy and app functionality to our product and development teams.

We are seeking candidates who:

• Have broad poker expertise and are very familiar with the GTO Wizard app (features)

• Have experience previously working in Customer Support teams

• Have exceptional communication skills and customer focus

• Are well organized and able to work with tight deadlines

• Are adaptable, open to feedback, and keen to master their poker skills and knowledge

• Are available to work flexible shifts (between 20 and 30 hours per week), including weekends, and holidays, as part of our 7 days support team

• Are located in CEE or Europe

Why you’ll love being part of the GTO Wizard team:

• Impactful Work: Be part of a company that's transforming how poker is studied and played worldwide.

• Innovative Environment: Work with cutting-edge technology and contribute to a platform that's pushing the boundaries of poker strategy.

• Professional Growth: We support your personal and professional development with opportunities to learn new skills and take on exciting challenges.

• Collaborative Culture: Join a team where your ideas are valued, and you can make a real impact in a supportive, inclusive environment.

• Flexible Work Arrangements: Enjoy the benefits of remote work while collaborating with a global team.

• Passionate Community: Engage with a vibrant community of poker enthusiasts and professionals who are passionate about the game.