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Role in brief
Zanlo is seeking a Support Manager for their prediction market product to assist users in the Philippines. This role involves resolving user inquiries and disputes, and requires prior experience in betting or iGaming.
About the role
This Support Manager role at Zanlo focuses on providing direct user support for a prediction market platform. The product allows users to forecast real-world events like sports and news, trade positions, and earn based on the accuracy of their predictions. The role is specifically dedicated to serving users within the Philippines market, handling their questions and resolving any issues they encounter.
The core responsibilities involve engaging with users through the in-app chat function. This includes explaining the platform's mechanics, clarifying how markets are structured, and addressing questions about the product's operation. A significant part of the role is dispute resolution, where the manager will explain event outcome decisions, seek compromises, and escalate more complex situations to the wider team as needed.
Success in this position means ensuring a smooth user experience for Filipino customers, effectively clarifying platform functionalities, and adeptly managing and resolving user disputes. The work schedule is structured in 12-hour shifts, 2 days on and 2 days off, operating from 04:00 to 16:00 Moscow time, highlighting the need for adaptability to this specific shift pattern.
Skills that matter here
- English B2: This level of English proficiency is required for clear communication with users and internal teams.
- Betting or iGaming experience: Mandatory prior experience in these industries will provide a foundational understanding of prediction markets and user expectations.
- Stable internet: A reliable internet connection is essential for consistent remote work and uninterrupted user support.
Who this role suits
- Someone with a background in online betting or iGaming customer service who understands player queries and dispute resolution.
- A person who can work independently and effectively manage user interactions within a specific geographic market.
- An individual comfortable with a structured shift-based work schedule, including early morning hours in Moscow time.
From the employer
- Work for the Philippines geo;
- Answer user questions in the app chat: how the platform works, how markets are structured;
- Resolve disputes regarding event outcomes — explain decisions, find compromises, escalate complex cases to the team.
- Citizenship of Russia, Kazakhstan, or Belarus;
- English level from B2;
- Stable internet;
- Experience in betting or igaming is mandatory.
- Schedule 2/2, 12-hour shifts — 04:00 – 16:00 Moscow time.
Questions about this role
What is the remote work policy for this position?
This is a fully remote position, but candidates must be citizens of Russia, Kazakhstan, or Belarus.
What is the required seniority or experience level?
The role requires mandatory prior experience in betting or iGaming, but no specific number of years is stated.
How is the work schedule structured?
The work schedule is 2 days on, 2 days off, with 12-hour shifts from 04:00 to 16:00 Moscow time.
✓ Apply here in a minute. Your application and answers go straight to the hiring person, so you never land in a spam pile.