Сustomer Support Manager (IGaming)

We are an international iGaming group operating in Sportsbook and Online Casino across Tier 1, Tier 2, and Tier 3 markets worldwide. With more than 10 years of operational experience, we manage multi-jurisdictional projects and scalable product ecosystems across multiple regions.
 

Our brands have earned industry recognition and awards, reflecting strong performance, sustainable growth, and operational excellence at scale. As we continue our global expansion, we are strengthening our teams across key business functions.
 

We are looking for a motivated and responsible Customer Support Specialist to join our team. The ideal candidate has strong communication skills, is attentive to detail, and is able to provide fast and professional assistance to customers via live chat and email.

Key Responsibilities

• Communicate with customers via Live Chat and Email, providing polite, clear, and timely responses.
• Handle customer requests from start to resolution, ensuring a high level of service.
• Work with the CRM system (admin panel), including:
  • checking incoming customer messages;
  • verifying deposit and withdrawal transactions upon customer request;
  • checking bet results for customers;
  • editing customer profile information when necessary;
  • reviewing customer documents and verifying accounts;
  • assisting customers with account access recovery (password reset, etc.);
  • checking customer registrations and account details.
• Monitor transaction statuses in the payment system and track account balances.
• Communicate with payment system support to clarify transaction statuses or resolve issues.
• Communicate with the platform support team if technical issues occur.
• Monitor SMS sender systems to ensure proper delivery.
• Perform website functionality tests at the beginning, middle, and end of each shift.
• Prepare weekly reports on completed tasks and support performance.

Requirements

• Experience in customer support, live chat, or customer service.
• Strong written communication skills and ability to communicate politely and clearly with customers.
• Ability to quickly analyze customer issues and provide solutions.
• Experience working with CRM systems or admin panels.
• Attention to detail and strong organizational skills.
• Ability to work independently and as part of a team.
• Responsibility and ability to work in a shift schedule.

We Offer

• Opportunities for professional growth and the expansion of expertise in the international environment
• Direct impact on process optimization and partnership development
• Full remote working mode
• Continuous training and professional development support
• Paid leave and sick leave