Jobs Ukraine, Customer/Technical Support

Data Science UA is a service company with extensive experience and expertise in Data Science and AI. Our history began in 2016 with the launch of the first Data Science UA conference, which laid the foundation for our further development. Over the past 9 years, we have built the largest Data Science community in Eastern Europe.

About the Client

Our client started its business in 1996 by manufacturing metal and glass architectural structures. Today, the company has grown into a high-tech manufacturing complex that designs and produces turnstiles, road blockers, bollards, fire-rated doors, gates, and hatches.

The company has international offices in Kyiv, London, and Dubai, as well as 23 official brand representatives worldwide. Its products have been implemented in 30,000+ projects across more than 100 countries.

About the Role

We are looking for a Head of Service & Technical Support to join the team in the Kyiv office

Requirements

• Higher technical education;
• At least 3 years of experience managing a service or technical support function;
• Proven leadership skills and experience managing teams;
• Strong understanding of electromechanical systems and access control equipment;
• Experience delivering training and technical programs for engineering and technical specialists;
• Fluent English; knowledge of additional languages will be an advantage;

• Willingness to travel internationally and work in a multicultural environment.

   

Key Responsibilities

• Lead global service and technical support functions for B2B clients and partners;
• Develop and improve service processes, incident management, and service quality control;
• Develop and motivate the team, fostering a culture of leadership and customer focus;
• Organize and deliver technical training, webinars, and certification programs for employees, distributors, and partners;
• Coordinate collaboration with R&D, manufacturing, sales, and logistics teams;
• Analyze the root causes of product failures and implement measures to improve product reliability;
• Strengthen the brand’s international reputation and competitive position.

Data Science UA is a service company with extensive experience and expertise in Data Science and AI. Our history began in 2016 with the launch of the first Data Science UA conference, which laid the foundation for our further development. Over the past 9 years, we have built the largest Data Science community in Eastern Europe.

About the Client

Our client started its business in 1996 by manufacturing metal and glass architectural structures. Today, the company has grown into a high-tech manufacturing complex that designs and produces turnstiles, road blockers, bollards, fire-rated doors, gates, and hatches.

The company has international offices in Kyiv, London, and Dubai, as well as 23 official brand representatives worldwide. Its products have been implemented in 30,000+ projects across more than 100 countries.

About the Role

We are looking for a Head of Service & Technical Support to join the team in the Kyiv office

Requirements

• Higher technical education;
• At least 3 years of experience managing a service or technical support function;
• Proven leadership skills and experience managing teams;
• Strong understanding of electromechanical systems and access control equipment;
• Experience delivering training and technical programs for engineering and technical specialists;
• Fluent English; knowledge of additional languages will be an advantage;

• Willingness to travel internationally and work in a multicultural environment.

   

Key Responsibilities

• Lead global service and technical support functions for B2B clients and partners;
• Develop and improve service processes, incident management, and service quality control;
• Develop and motivate the team, fostering a culture of leadership and customer focus;
• Organize and deliver technical training, webinars, and certification programs for employees, distributors, and partners;
• Coordinate collaboration with R&D, manufacturing, sales, and logistics teams;
• Analyze the root causes of product failures and implement measures to improve product reliability;
• Strengthen the brand’s international reputation and competitive position.

Headway Inc is a global tech company, revolutionizing lifelong learning by creating digital products for over 170 million users worldwide. Our mission is to help people grow. We’re proud to be ranked 4th among the World’s Top EdTech Сompanies by TIME magazine. We believe lifelong learning should be accessible, personalized, and impactful to each individual. That’s how we change the world and why we bring together exceptional minds.
 

The core of our achievements is our team. We believe in people and shared values SELECT. That’s why, together with Alona Sharai, Head of Support at Headway Inc, we’re looking for a Support Agent to help build scalable AI-powered support while influencing product decisions.
 

The team you'll be working with

Support works with almost every product at Headway Inc, in close contact with Product, Engineering, and Payments. Automation handles the routine. What reaches you is what it couldn't: refunds where the right call isn't obvious, users who've already had an answer and still don't have a solution.
 

How you grow here

Once your work on tickets is stable, you start taking on more alongside it – automations, analytics, knowledge base, the hardest cases – and eventually go deep in whichever direction fits you. The opportunities are there. Which ones you take, and when, is your call.
 

Why this is exciting

• Support here is being rebuilt, not maintained. Automation is already in production and carrying live volume. You'll be working with that system, and on it, as the agent role keeps shifting toward quality and analysis.
• Room to build instead of repeat. When volume allows, that time goes to learning and projects.
• A team that values proactivity, systemic thinking, and openness to feedback.
   

This role is your calling if you

• Take a problem to the end instead of handing it over, even when the end is three teams away.
• Ask why a flow exists, and notice when the answer doesn't hold up.
• Talk in outcomes: what you changed, why it mattered, how you know it worked.
• Pick up new tools fast and are comfortable around technology, AI included.
• Keep working well when priorities and processes move under you.
• Want feedback and aren't afraid to challenge the status quo.
• See support as a business function.
• Have some experience in support or another user-facing role. Mindset counts more than years.
• Communicate confidently in English (Upper-Intermediate and higher).
   

What you’ll do

• Handle complex user cases that require empathy and deep product understanding rather than templated responses.
• Work in synergy with AI tools: monitor response quality and continuously improve automation.
• Audit and improve support processes: identify inefficiencies and initiate scalable solutions.
• Act as a bridge between users and the product team by surfacing insights and recurring issues.
• Proactively detect anomalies or spikes in user requests and help mitigate risks early.
• Grow into the work behind the tickets – automations, analytics, and the knowledge base other agents rely on
   

What to know going in

• Day-to-day, this is agent work. User requests are the core of the job, and the automation and process side grows out of that rather than replacing it.
   

What do we offer

• Work within an ambitious team on a socially impactful education product.
• An office with a reliable shelter, generators, satellite internet, and other amenities.
• Access to our corporate knowledge base and professional communities.
• Personal development plan.
• Compensation for English language learning, external training, and courses.
• Medical insurance and full sick leave compensation.
• Sports activities: running, yoga, boxing, and more.
• Corporate holidays: we go on a week-paid holiday to rest and recharge twice a year.
• Supporting initiatives that help Ukraine. 
   

Working schedule

This is a full-time position with a hybrid remote option. It means that you can decide for yourself: whether you want to work from the office, remotely, or combine these options.

Support works in shifts: 8 hours a day, either Sunday to Thursday or Tuesday to Saturday.
 

Hiring process for this role
Screening call, interview with a team, reference check, bar-raising.

Are you interested? Send your CV!

Our Mission and Vision
 

At Solidgate, our mission is clear: to empower outstanding entrepreneurs to build exceptional internet companies. We exist to fuel the builders — the ones shaping the digital economy — with the financial infrastructure they deserve. To achieve that, we’re on a bold path: to become the #1 payments orchestration platform in the world.

We believe the future of payments is shaped by people who think big, take ownership, and bring curiosity and drive to everything they do. That’s exactly the kind of teammates we want on board.
 

About the Role
 

Our Customer Support team is the first point of contact for merchants and partners across the globe, delivering fast, thoughtful support when it matters most. They are the voice of our customers, working hand-in-hand with product and engineering teams to enhance experiences and keep exceptional service at the core of everything we do.
 

We’re looking for a Customer Support Agent who takes ownership of customer issues, goes the extra mile to find solutions, and helps shape the way we support our customers every day.
 

Working with us, you’ll have:

• no repetitive or routine tasks;
• the opportunity to dive into the details of the payment world;
• experience with a complex B2B fintech product;
• the chance to become a strong professional in a challenging industry.

What you’ll be doing

• handling incoming L1 support requests;
• ensuring SLA compliance and timely communication;
• providing quick, clear, and professional feedback to clients;
• monitoring recurring questions and suggesting improvements for the knowledge base.
   

What you’ll need

• Bachelor’s or Master’s degree, either completed or underway;
• strong analytical skills;
• ability to prioritize tasks and manage multiple requests simultaneously;
• English proficiency at Upper-Intermediate level or higher.
   

Nice to have

• Basic knowledge of SQL.
• Previous experience in customer support.
   

Work schedule

• 3 evening shifts (15:30–00:00) — 2 days off;
• 3 morning shifts (07:30–16:00) — 2 days off;
• 3 night shifts (23:30–08:00) — 2 days off.
   

Why Solidgate?

No internships here — we build careers. Get hands-on from day one and make a real impact.
Your work = real outcomes. Shape how global companies move money.
Grow like crazy. Learn from top fintech pros and level up faster than anywhere else.
Flex your schedule. Balance studies and work with flexible hours that fit your life.
Enjoy the ride. A wow office in Kyiv center, daily lunches, snacks, team buildings, and a learning budget to keep you growing.

Hiring process: Intro call with a recruiter, Interview with the team, Test task, Final interview with the CEO
 

💌 The Extras: 30+ days off, unlimited sick leave, free office meals, health coverage, and Apple gear to keep you productive. Courses, conferences, sports and wellness benefits — all designed for ideas, focus, and fun.
 

Tomorrow’s fintech needs your mindset. Come build it with us.
 

🫂 Know top talent? We’re always on the lookout. Recommend someone for our role, and if they get hired, there’s a bonus waiting for you — simple as that.

Data Science UA is a service company with extensive experience and expertise in Data Science and AI. Our history began in 2016 with the launch of the first Data Science UA conference, which laid the foundation for our further development. Over the past 9 years, we have built the largest Data Science community in Eastern Europe.

About the Client

Our client started its business in 1996 by manufacturing metal and glass architectural structures. Today, the company has grown into a high-tech manufacturing complex that designs and produces turnstiles, road blockers, bollards, fire-rated doors, gates, and hatches.

The company has international offices in Kyiv, London, and Dubai, as well as 23 official brand representatives worldwide. Its products have been implemented in 30,000+ projects across more than 100 countries.

About the Role

We are looking for a Head of Service & Technical Support to join the team in the Kyiv office

Requirements

• Higher technical education;
• At least 3 years of experience managing a service or technical support function;
• Proven leadership skills and experience managing teams;
• Strong understanding of electromechanical systems and access control equipment;
• Experience delivering training and technical programs for engineering and technical specialists;
• Fluent English; knowledge of additional languages will be an advantage;

• Willingness to travel internationally and work in a multicultural environment.

   

Key Responsibilities

• Lead global service and technical support functions for B2B clients and partners;
• Develop and improve service processes, incident management, and service quality control;
• Develop and motivate the team, fostering a culture of leadership and customer focus;
• Organize and deliver technical training, webinars, and certification programs for employees, distributors, and partners;
• Coordinate collaboration with R&D, manufacturing, sales, and logistics teams;
• Analyze the root causes of product failures and implement measures to improve product reliability;
• Strengthen the brand’s international reputation and competitive position.

Bringg is on a mission to transform last-mile delivery into a powerful driver of growth, loyalty, and operational excellence. As an AI-powered SaaS platform, we help leading enterprises and Fortune 500 retailers and logistics providers orchestrate smarter, more efficient delivery operations - from same-day to scheduled delivery - streamlining operations and enhancing customer experience at scale.
 

What You'll Do

• Handle both customer-facing and deep technical support questions from Bringg's enterprise customers
• Investigate reported issues using logs, SQL queries, and API calls to find root cause, not just symptoms
• Use observability tools (e.g. OpenSearch, Kibana, Grafana, Splunk) to monitor system health, catch issues proactively, and speed up incident investigation
• Use AI-assisted tools to accelerate log analysis, pattern-match recurring issues, and surface likely root causes before manual digging
• Manage a queue of competing priorities, escalating the right issues to R&D with clear, actionable bug reports
• Own production incidents end-to-end, including communicating status to internal and external stakeholders
• Validate fixes through functional testing before they go back to customers
• Contribute to and improve a shared knowledge base, using AI tools to help identify gaps and keep documentation current
   

What You Bringg
Must-haves:

• 3+ years of experience in L2 or L3 technical or application support
• Proven experience using SQL at an intermediate level
• Proven track record working with REST APIs
• Strong hands-on experience with at least one modern observability platform (e.g., OpenSearch, Kibana, Grafana, Splunk or similar tools) including log analysis, monitoring, incident investigation, root cause analysis, and proactive detection of system health and performance issues
• High level of English (a must!) with both strong written and oral communication skills
   

Strong advantages:

• Experience with providing technical and application support for Web & Mobile platforms
• BS degree in Computer Science or related technical field
• Customer-facing experience
• Experience working in operationally critical environments in high-pressure situations

Note: The position requires working in shifts (including night shifts 00.00- 08.00) during business days, and weekend shifts (day & night shifts)
 

We care about our people!
Here's a glimpse of our benefit package:

• Home office setup: $500 home office equipment allowance
• Meal allowance: $100 monthly meal allowance
• Hybrid work: flexible hybrid work from home or office
• 20 days parental (non-birth) leave
• 2 vacation days + $250 gift when getting married
• A vacation day on your birthday
• Wellness budget: $100 monthly budget for wellness or a sports activity of your choice
• Health insurance provided after completing the trial period
• Support team members receive 2 extra days off per year, which can be taken at a time that works best for you

MEGAVAST is an international IT product company that has been developing software for over 9 years. Our offices are located in Kyiv, Kharkiv, Israel, and Cyprus. Due to the expansion of our team in Kyiv, we are looking for a Junior IT Account Manager. The position requires working from the office during the adaptation period. The office is located right next to the "Olimpiiska" metro station.

Key Responsibilities:

• Work directly with clients
• Understand client needs
• Present suitable solutions correctly
• Maintain and develop client communication
• Apply a sales/account-management mindset

Requirements:

- Commercial experience as a customer support from 6 month 

- Excellent communication skills and ability to work in a team.

- Self-learning ability and a desire to develop in project management.

- Ability to resolve conflicts and maintain a positive work environment.

- Organizational skills, attention to detail, and ability to work with deadlines.

- Completed higher education.

- Knowledge of English at least at the Upper-Intermediate level for team communication.

We Offer:

- Stable and highly competitive pay that matches your skills.

- Work with a product, the ability to delve into its functionality, and understand user needs.

- Professional growth to senior roles or the head of the project management department.

- Ability to implement changes, new approaches, and optimize processes.

- Flexible working hours and a hybrid schedule after the probation period. The ability to start the working day from 9 to 12 am.

- Comprehensive paid vacation, sick leave, and national holidays.

- A friendly and supportive team focused on achieving common goals.

- Participation in team knowledge-sharing activities, professional presentations to improve skills.

Join us and become part of a team that values both professional skills and personal well-being. Send your resume to receive more details about our offer.

Hi, we’re BetCare 👋
 

Our company specializes in multilingual customer care where we put heavy focus on sales, conversion, and customer reactivation strategies. Our clients are primarily from Europe, Canada, and Australia, so we operate in licensed markets globally.
 

Our team members’ strongest skills are Positive Language, Care and Sales. Our approach to every contact is to provide an excellent service experience in order to open up the customer to a sale.
 

WHO WE ARE LOOKING FOR 😎

We are seeking a highly motivated and organized VIP Manager

with at least an Advanced level of English proficiency and a minimum of 6 months of proven experience in a similar role in the Gambling niche. 

The ideal candidate has a proven track record in a similar role, excellent communication and troubleshooting skills, and a strong customer-focused mentality.

We value: respect, transparency, commitment, responsibility, and attention to detail.
We despise: dishonesty in any form, exaggerated snobbism, and unprofessional work ethics.

Main Responsibilities 🦾

• Build trust and maintain long-term relationships with high-value players through personalized communication and exceptional service.
• Drive player engagement through email, chat, and messenger platforms
• Boost player activity and retention by offering personalized bonuses, promotions, and exclusive deals.
• Monitor player behavior and activity to create individualized offers and memorable experiences.
• Work closely with CRM, Marketing, and Payments teams to ensure a seamless and premium VIP journey.
• Track, analyze, and report on key VIP KPIs, providing insights and suggestions for ongoing improvements.
  
   

A Few Musts ❗

• Proven experience as a VIP Manager in the iGaming industry.
• Strong command of English (C1 level).
• Outstanding communication skills, with a sharp eye for detail, empathy, and a professional tone.
• Resilience under pressure and confidence in managing high-value, high-demand clients.
• Solid understanding of bonus systems, KYC/verification flows, payment processes, and platform functionality.

WHAT WE OFFER 💎

• Fully remote work. In case you are Lviv based - ability to attend the office (which is absolutely pet-friendly 🐶).
• Comprehensive onboarding program, which will help you to facilitate your seamless integration into projects and enhance your adoption of best practices. (It is fully paid after successful completion).
• Diverse paid times off: Vacation, Recreation days, Birthday off, Sick leaves.
• Presents and bonuses from the company.

Can you relate to this? If your answer is "Hell Yes", contact us here!

Required skills

— English proficiency: Upper-Intermediate level or above;
— Proficiency in Google Workspace and MS Excel;
— Previous experience in customer service is required;
— Highly organized, detail-oriented, and able to work independently;
— Strong analytical and problem-solving skills;
— Strong business acumen and excellent relationship-building skills;
— Proactive, adaptable, and able to respond quickly to changing priorities;
— Highly responsive, with the ability to work effectively under pressure and handle stressful situations.
 

As a plus

— Experience in AdTech
— Experience with Prebid, server-to-server integrations, or SDK mediation setups
— Experience leading or mentoring junior team members in an ad tech environment
— Knowledge about adservers, OpenRTB, VAST, SSP, DSP
 

We offer
— Comfortable working environment in a modern Kyiv office

— Opportunity to work in a multicultural, friendly, and collaborative team
— Internal learning and professional development opportunities
— Competitive salary linked to the USD
— All necessary tools and equipment to support your work
— Strong team culture built on knowledge sharing, collaboration, and continuous professional growth
— Exciting and ambitious projects where you can make an impact and unlock your full potential
— Paid annual leave, sick leave, and public holidays
— An additional paid day off on your birthday
 

Responsibilities

— Own a portfolio of publisher and demand partner accounts, serving as the primary strategic point of contact
— Lead endpoint integrations via OpenRTB across both supply and demand sides
— Monitor and optimize performance across ad servers, SSPs, and quality tools, proactively identifying issues, mismatches, and revenue growth opportunities
— Daily monitoring of performance of managed accounts
— Communicate with partners and represent Luna Media’s standards externally, while coordinating cross-functionally with internal teams
— Manage multiple platforms and partnerships simultaneously with a high degree of ownership and organization
 

Project description

Luna Media is redefining how digital advertising works, connecting premium supply with smart demand across Mobile (in-app) and CTV through cutting-edge programmatic technology, AI-driven optimization, and real-time bidding. We move fast, think big, and build partnerships that last.

We’re looking for a Programmatic Account Manager to join our team. In this role, you’ll own strategic partner relationships while overseeing the technical operations, performance optimization, and day-to-day management of integrations and traffic flows. This is a position for someone who brings both a commercial mindset and deep technical fluency, someone who can lead partner conversations at a strategic level while still diving into the details when it counts.

We are looking for IT support to join our global IT team.

What You will do:

• Responsibility for IT equipment including purchasing
• Install and upgrade computer components and software
• Applying and updating required packages and server services, PC, laptop
• Provide support for Google workspace (G-suite)
• Manage users and access rights to company applications
• Handle on-boarding/off-boarding process for employees 
• Offer technical support to company staff, both on-site and for remote users and offices.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Manage virtual servers, OS: Windows, Linux
• Integration, configuration, and operation of several systems (such as Monday, Freshdesk, Slack, Integromat), as well as their continuous improvement for all user groups

• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

   

The experience You will need to successfully complete tasks:

• 2 years of experience in an IT support / Sysadmin
• Knowledge of systems and networking software, hardware, and networking protocols
• Experience with G Suite ( Gmail, Calendar, Docs, etc.)
• Familiarity with Cloud platforms is a plus
• Experience with Integromat, Zapier, Monday is a plus
• Excellent time management skills with a proven ability to meet deadlines.
• Service oriented and positive person
• Strong analytical and problem-solving skills.
• Self learning abilities

• Upper-intermediate in English

   

What We Offer:

• 21 days of paid Leave per year.
• 7 days of sick Leave annually.
• English-speaking Clubs.
• Corporate Events and team buildings.
• Long term cooperation.
• Performance review once a year
• Health insurance.
• All necessary technical equipment provided.

• 4 days work on-site in comfortable office and 1 day fully remote.

   

Steps of the hiring process:

• Recruitment interview.
• Test task.
• Technical interview.

• Final interview with CTO.

   

Languages:

English

B2 – Upper-intermediate

Про компанію Bulls-mediaBULLS MEDIA is a global leader in digital marketing. Our goal is to simplify decision-making and connect customers with valuable brands.
Our technology helps millions of consumers around the world make smarter, more confident buying decisions

We are looking for IT support to join our global IT team.

What You will do:

• Responsibility for IT equipment including purchasing
• Install and upgrade computer components and software
• Applying and updating required packages and server services, PC, laptop
• Provide support for Google workspace (G-suite)
• Manage users and access rights to company applications
• Handle on-boarding/off-boarding process for employees 
• Offer technical support to company staff, both on-site and for remote users and offices.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Manage virtual servers, OS: Windows, Linux
• Integration, configuration, and operation of several systems (such as Monday, Freshdesk, Slack, Integromat), as well as their continuous improvement for all user groups
• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

The experience You will need to successfully complete tasks:

• At least 0.5 year experience in an IT support / Help Desk role
• Knowledge of systems and networking software, hardware, and networking protocols
• Experience with G Suite ( Gmail, Calendar, Docs, etc.)
• Familiarity with Cloud platforms is a plus
• Experience with Integromat, Zapier, Monday is a plus
• Excellent time management skills with a proven ability to meet deadlines.
• Service oriented and positive person
• Strong analytical and problem-solving skills.
• Self learning abilities
• Upper-intermediate in English

What We Offer:

• 21 days of paid Leave per year.
• 7 days of sick Leave annually.
• English-speaking Clubs.
• Corporate Events and team buildings.
• Long term cooperation.
• Performance review once a year
• Health insurance.
• All necessary technical equipment provided.
• 4 days work on-site in comfortable office and 1 day fully remote.

Steps of the hiring process:

• Recruitment interview.
• Test task.
• Technical interview.
• Final interview with CTO.

Вимоги до володіння мовами

Англійська

B2 – Вище середнього

Про компанію Bulls-media

BULLS MEDIA is a global leader in digital marketing. Our goal is to simplify decision-making and connect customers with valuable brands.

Our technology helps millions of consumers around the world make smarter, more

We are looking for IT support to join our global IT team.

What You will do:

• Responsibility for IT equipment including purchasing
• Install and upgrade computer components and software
• Applying and updating required packages and server services, PC, laptop
• Provide support for Google workspace (G-suite)
• Manage users and access rights to company applications
• Handle on-boarding/off-boarding process for employees 
• Offer technical support to company staff, both on-site and for remote users and offices.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Manage virtual servers, OS: Windows, Linux
• Integration, configuration, and operation of several systems (such as Monday, Freshdesk, Slack, Integromat), as well as their continuous improvement for all user groups
• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

The experience You will need to successfully complete tasks:

• Good understanding of IT support / Help Desk role (we can regard a student with no strong experience)
• Knowledge of systems and networking software, hardware, and networking protocols
• Experience with G Suite ( Gmail, Calendar, Docs, etc.)
• Familiarity with Cloud platforms is a plus
• Experience with Integromat, Zapier, Monday is a plus
• Excellent time management skills with a proven ability to meet deadlines.
• Service oriented and positive person
• Strong analytical and problem-solving skills.
• Self learning abilities
• Upper-intermediate in English

What We Offer:

• 21 days of paid Leave per year.
• 7 days of sick Leave annually.
• English-speaking Clubs.
• Corporate Events and team buildings.
• Long term cooperation.
• Performance review once a year
• Health insurance.
• All necessary technical equipment provided.
• 4 days work on-site in comfortable office and 1 day fully remote.

Steps of the hiring process:

• Recruitment interview.
• Test task.
• Technical interview.
• Final interview with CTO.

Вимоги до володіння мовами

Англійська

B2 – Вище середнього

Про компанію Bulls-media

BULLS MEDIA is a global leader in digital marketing. Our goal is to simplify decision-making and connect customers with valuable brands.

Our technology helps millions of consumers around the world make smarter, more

We are looking for a Middle Player Support Specialist to join the customer support team of an international iGaming platform. Please note: This role requires proficiency in either English (B2+) or French (B2+). You do not need to be fluent in both languages.

The role is focused on handling standard and non-standard player requests, supporting junior team members during daily operations, ensuring accurate case documentation, and escalating complex cases according to internal procedures.

This position is suitable for a support specialist with solid experience in customer communication, structured support operations, and digital products. The specialist should be able to work independently, maintain high communication standards, and contribute to stable daily support operations.

Key Responsibilities

• Provide professional customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard and non-standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • transaction history;
  • basic technical issues;
  • account restrictions and escalations.
• Work with internal tools, back-office systems, CRM/helpdesk platforms, macros, and knowledge base materials.
• Analyze customer cases and collect all required information before escalation.
• Escalate payment, withdrawal, verification, responsible gambling, complaint, security, fraud-related, or technical cases according to internal procedures.
• Support junior agents during shifts by helping with complex questions, unclear cases, and correct escalation logic.
• Ensure accurate case tagging, internal notes, and customer communication history.
• Monitor recurring customer issues and report potential product, payment, technical, or operational problems.
• Assist with improving internal procedures, macros, customer-facing articles, and internal knowledge base materials.
• Maintain high standards of written communication, accuracy, confidentiality, and customer care.
• Follow SLA, quality, escalation, and tone-of-voice requirements.

• Participate in team meetings, case reviews, and operational feedback sessions when required.

   

Requirements

• 3–5 years of experience in customer support within a digital product, online service, fintech, e-commerce, SaaS, gaming, or similar environment.
• Experience handling both standard and non-standard customer cases.
• Understanding of core support operations, including:
  • ticket handling;
  • live chat communication;
  • escalation logic;
  • SLA discipline;
  • internal notes;
  • case tagging;
  • customer communication standards.
• Experience working with CRM, helpdesk, back-office, ticketing, or similar support tools.
• Ability to communicate clearly, professionally, and accurately in written form.
• Ability to handle sensitive or dissatisfied customers in a calm and structured manner.
• Ability to follow internal procedures, approved wording, and escalation rules.
• Strong attention to detail when documenting cases and customer interactions.
• Good problem-solving skills and ability to keep structure in unclear situations.
• Ability to support junior team members during daily operations.

• High level of responsibility, confidentiality, and ownership of assigned tasks.

   

Nice to Have

• Previous experience in iGaming, online casino, sportsbook, betting, fintech, payments, or crypto support.
• Experience working with tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems.
• Experience mentoring junior support agents or assisting with onboarding.
• Experience contributing to:
  • SOPs;
  • macros;
  • internal documentation;
  • customer-facing articles;
  • knowledge base materials.
• Basic understanding of responsible gambling, fraud indicators, chargebacks, or payment-risk escalation logic.
• Experience working in high-volume or shift-based support environments.

• Ability to provide useful operational feedback for process, product, and knowledge base improvements.

   

Language Requirements

• English: B2+ required; C1 preferred.
• French: preferred and considered a strong advantage.
• Strong written communication skills are required, as the role involves handling non-standard customer cases, escalations, and detailed explanations.
• Ability to explain payment, verification, bonus, technical, and account-related matters clearly and professionally.
• Ability to adapt communication style depending on customer situation, case sensitivity, and internal escalation requirements.
• Ability to read and work with English-language internal documentation, procedures, tools, and product materials.
• Ukrainian: fluent/native for internal communication.

We are looking for a Junior Player Support Specialist to join the customer support team of an international iGaming platform. We're looking for specialists with either English (B2+) OR French (B2+) language skills. Both languages are NOT required.

The ideal candidate has previous experience in customer support, understands how to communicate with customers in a structured and professional way, and is comfortable working with internal procedures, escalation rules, and support tools.

Experience in iGaming, fintech, payments, crypto, or other high-volume digital services will be considered a strong advantage.

Key Responsibilities

• Provide customer support via live chat, email/tickets, and other approved communication channels.
• Handle standard player requests related to:
  • account registration;
  • login and account access;
  • profile and account settings;
  • verification/KYC;
  • deposits and withdrawals;
  • bonuses and promotions;
  • game-related questions;
  • basic technical issues.
• Use internal tools, back-office systems, macros, and knowledge base materials to resolve customer cases.
• Collect and verify relevant information before escalating complex cases.
• Escalate payment, withdrawal, verification, technical, responsible gambling, complaint, or security-related cases according to internal procedures.
• Maintain accurate case documentation, tagging, and internal notes.
• Follow approved tone of voice, communication standards, and response quality requirements.
• Maintain confidentiality when working with customer data and internal information.
• Report recurring issues, unclear customer flows, and potential product or operational problems to the relevant internal stakeholders.

• Support updates to internal and customer-facing knowledge materials when required.

   

Requirements

• 1–2 years of experience in customer support.
• Experience in iGaming, fintech, crypto, payments, e-commerce, SaaS, or another digital product is an advantage.
• Understanding of standard support processes: ticket handling, escalation, SLA, internal notes, and customer communication standards.
• Ability to communicate clearly, politely, and professionally in written form.
• Ability to work with structured procedures, templates, and internal documentation.
• Strong attention to detail.
• Ability to remain calm and professional in difficult customer situations.
• Readiness to work with repetitive requests and follow strict internal processes.
• Basic understanding of deposits, withdrawals, KYC, bonuses, or online payment flows is an advantage.

• Experience with support tools such as Zendesk, Intercom, Freshdesk, LiveChat or similar systems is an advantage.

   

Language Requirements

• English: B2 or higher — mandatory
• Strong written communication skills are required, as the role is primarily focused on written customer support.
• Ability to communicate clearly, professionally, and accurately with international customers.

• Ukrainian: fluent/native for internal communication.

   

Key Responsibilities

• Hardware Setup & Logistics: Mass configuration of Meta Quest headsets (2, 3, 3S, Pro), including creating Meta accounts and installing proprietary apps ("Hawk", "Luminify", and "360 Player").
• L1 Support & Onboarding: Guiding new clients through the onboarding process, assisting with initial setup, receiving incoming requests, and resolving basic user queries.
• CRM Administration: Registering new headsets in the internal system, updating device statuses, and tracking hardware assignments to specific clients or exhibitions.
• Manual & Regression QA: Executing basic test cases before product releases, verifying content performance on devices, and logging test results.

• Event Assistance: Preparing, charging, and packing equipment for exhibitions, as well as assisting during public demo sessions.

   

Required Skills

• Communication & Empathy: Ability to calmly, clearly, and simply explain technical details to B2B clients (specifically in English) and team members.
• Attention to Detail: Meticulous approach to tracking hardware in the CRM and ensuring no mandatory steps are missed during the mass setup of multiple devices.
• Structured Approach: Ability to properly document support tickets and bug reports in Jira (providing clear problem descriptions, steps to reproduce, and logs).
• Independent Troubleshooting: Capability to independently find solutions for common mechanical or system errors before escalating the issue.
   

Required Knowledge

• Meta Quest Ecosystem: Solid understanding of the Meta OS, firmware update processes, controller mechanics, and setup via the mobile app.
• QA Basics: Understanding of software testing workflows and how to correctly report bugs.
• CRM & Task Trackers: Basic experience with, or the ability to quickly learn, internal accounting systems and tools like Jira.
• Technical Literacy: Understanding of basic networking principles (Wi-Fi, hotspots), which is crucial for synchronizing VR hardware and applications.