Mid-Level Customer Support Representative (Payouts)

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 improvement of payout procedures and internal controls. - Support audits and compliance checks related to payments, player verification, and sweepstakes regulations. - Track and report key payout metrics including processing times, approval rates, and flagged accounts. - Stay up to date with sweepstakes casino compliance requirements, payment provider policies, and fraud prevention practices. QUALIFICATIONS - Minimum 2–3 years of experience in payments operations, financial operations, fraud analysis, or a similar role. - Strong attention to detail and ability to review transactions and documentation with a high degree of accuracy. - Experience working with payment systems, payout workflows, or financial transaction processing. - Familiarity with KYC, AML, and fraud detection procedures. - Strong written communication skills and ability to coordinate with internal teams regarding payout issues. - Comfortable working with spreadsheets, dashboards, and operational tools to track financial activity. - High level of integrity and discretion when handling sensitive financial and personal information. - Experience working independently while maintaining strict operational processes. NICE TO HAVE - Experience working in sweepstakes casinos, online gaming, fintech, or payment processing companies. - Familiarity with payment methods such as ACH, digital wallets, prepaid cards, and gift card payouts. - Experience using fraud monitoring or risk management tools. - Understanding of sweepstakes compliance frameworks in the U.S. market. - Experience supporting payment provider integrations or payout automation systems. LOCATION Ruby Labs operates within the CET (Central European Time) zone. Applicants from any country are welcome to apply for the position as long as they are located within approximately ± 4 hours of CET. This ensures optimal collaboration and communication during working hours. BENEFITS Discover the perks of being part of our vibrant team! We offer: - Remote Work Environment: Embrace the freedom to work from anywhere, anytime, promoting a healthy work-life balance. - Unlimited PTO: Enjoy unlimited paid time off to recharge and prioritize your well-being, without counting days. - Paid National Holidays: Celebrate and relax on national holidays with paid time off to unwind and recharge. - Company-provided MacBook: Experience seamless productivity with top-notch Apple MacBooks provided to all employees who need them. - Flexible Independent Contractor Agreement: Unlock the benefits of flexibility, autonomy, and entrepreneurial opportunities. Benefit from tax advantages, networking opportunities, reduced employment obligations, and the freedom to work from anywhere. Read more about it here: https://docs.google.com/document/d/1tzxGX4Uu7Ts_HCLFXESKLnKaaBfVCPf1f9AYZPrkjJM/preview?tab=t.0 Be part of our fast-growing team and seize this excellent opportunity for personal and professional growth! INTERVIEW PROCESS After submitting your application, we conduct a thorough review which typically takes 3 to 5 days, but may occasionally take longer due to the volume of applications received. If we see a potential fit, we proceed with the following steps: - Recruiter Screening (40 minutes) - Technical Interview (45 minutes) - Final Interview (45 minutes) LIFE AT RUBY LABS At Ruby Labs, we move fast, aim high, and expect the same from our team. We’re not here to play small—we’re here to build, grow, and win. That means we look for people who are ambitious, driven, and ready to give their best every single day. This is a place for individuals who thrive under pressure, embrace challenges, and see opportunity in every obstacle. If you’re hungry to achieve, motivated by impact, and want to grow at the speed of your own ambition, Ruby Labs offers the platform to make it happen. Here, effort is matched with reward. We recognize those who go all in and deliver results, and we create space for people who want more—more responsibility, more growth, and more success. #LI-Remote