Jobs

About the Company

We are an international fintech and digital services company, building and supporting corporate payment infrastructure, integrating with banks and PSPs, and working on high-risk sectors and online entertainment projects.

Key Responsibilities

 • Handle and resolve queries from banks, PSPs, and payment partners regarding completed transactions

 • Investigate chargebacks, disputes, and transaction issues

 • Collaborate with internal compliance and operations teams to prepare accurate transaction information

 • Track the status of account openings, requests, and operations

 • Monitor transaction flows and maintain reports

 • Communicate effectively between clients, banks, and PSPs

Requirements

 • Minimum 1 year of experience in payments, banking operations, or fintech

 • Knowledge of payment systems, banking procedures, and chargeback/transaction dispute processes

 • Ability to work with documentation, account schemes, and transaction requests

 • Strong analytical skills, attention to detail, and solution-oriented mindset

 • Confident working English

 • Ability to work full-time in the Kyiv office

Preferred Experience

 • Experience in PSP/EMI/financial services

 • B2B fintech or corporate client support

 • Familiarity with transaction processing and fintech operations

What We Offer

 • Work in an international company with projects across Europe and beyond

 • Exposure to high-risk and innovative fintech and online entertainment projects

 • Competitive compensation (discussed individually)

 • Professional growth opportunities in fintech operations and transaction management

Full-time, in-office | Kyiv 
📩🩵

We're looking for a Junior Manual QA to maintain quality in our projects. If you're skilled at spotting and fixing bugs, conducting smooth project demos, and creating clear documentation, we want you on our team. 

Requirements:

• 1+ year of experience in Manual QA.
• Understanding of QA methodologies, bug tracking, and test management tools.
• Familiarity with project testing types.
• Experience creating and maintaining test documentation.
• Knowledge of API testing (REST).
• Basic SQL skills, including executing SELECT queries.
• Upper-Intermediate English skills (written and spoken).
• Strong communication skills and ability to multitask.
• Flexibility to adapt to changing project requirements.

Responsibilities:

• Improve the QA process continuously.
• Work closely with software developers and project support teams.
• Accurately estimate task completion time and negotiate deadlines with supervisors.
• Actively participate in daily meetings and potentially conduct partial demos.
• Support Project Managers in demo preparation.
• Collaborate with team members, supervisors, or other teams to exchange essential information for organizational goals.

• Perform testing and documentation writing tasks.

   

What We Offer:

• Absence of micromanagement, a culture based on the principles of truth, trust, and transparency.
• Annual salary review.
• Career development according to an individual plan and mentorship.
• 15 working days of vacation, 6 sick days, and public holidays off.
• Individual legal and financial support.
• 50% compensation for coworking costs, English courses, and professional courses.
• Compensation for personal equipment costs.
• Monthly happy hours and online meetings with the team.
• Gifts on birthdays and anniversaries.
   

Interview stages:

• Screening Interview (30 minutes).
• Technical Interview (45 minutes).
• Pre-Offer Meeting (10 minutes).

Admiral Studios is a fast-growing Ukrainian IT outsourcing company, specializing in web development, mobile development, UI/UX, and SEO.

We embrace the latest and most advanced technologies: Node.js, React, Laravel, Shopify, Python, and WordPress.

We create quality projects for clients in the US, Europe, the UK, and Canada 🌍, especially Healthcare, Real Estate, and E-commerce projects.

Currently, our team consists of more than 60+ skilled experts 👨‍💻, and we are constantly growing.

Now, we’re looking for a Marketing Specialist ⭐️ with hands-on experience who’s ready to take ownership and deliver results. 

For a perfect match, we expect  🎯

• 1+ year of experience in marketing, lead generation, or running outreach/email/LinkedIn campaigns
• Experience working with Email marketing campaigns and basic automation tools
• Confident use of LinkedIn (Sales Navigator / filters / outreach workflow)
• Ability to launch and manage LinkedIn and Email campaigns
• Experience collaborating with Sales teams — supporting outreach tasks, validating leads, assisting across directions
• Strong hypothesis-driven mindset: ability to create, test, and iterate ideas
• English level: Intermediate+

Nice to have 💎

• Experience building or optimizing marketing processes
• Understanding of Gigradar or any similar lead generation automation tools
• Experience with additional outreach channels or segmentation tools
• Analytical thinking and willingness to experiment

• Basic familiarity with Shopify or e-commerce (not required, but a plus)

   

Duties & Responsibilities 💼

• Launching, configuring, and managing LinkedIn and Email campaigns
• Testing new ideas, channels, and approaches for client acquisition
• Working closely with the Sales team: supporting outreach tasks, validating leads, maintaining campaign flow
• Identifying and qualifying relevant leads
• Creating hypotheses and running mini-experiments for different niches
• Preparing targeted lead generation campaigns
• Proposing improvements to workflows and enhancing campaign performance

Why Join Admiral Studios?

⭐️Growth-Oriented Environment – value efficiency, flexibility, and results

🤝Team Spirit – Regular corporate online & offline events to keep the team connected
📚Professional Development Support – we provide:

• A structured Performance Review system
• Access to an internal knowledge library
• Career growth opportunities with a clear development plan
• A budget for improving work processes and implementing new ideas

🧘Work-Life Balance – Enjoy a flexible work schedule and a fully remote work model
✅Paid Time Off – 20 vacation days + 10 sick leave days per year

Hiring steps: Screening — Tech Interview — СТО Interview — Job Offer 

If your experience and skills match our candidate scorecard, the recruiting team will contact you within 5 business days 💙

Don't forget to provide your Telegram nickname for contact 

We are looking for a creative and detail-oriented UI/UX Designer to help us create interfaces that are not only visually appealing but also user-friendly. You will work on products used by thousands of people every day, influencing their overall experience.

US schedule. Working hours from 04:00 pm to 00:00 am EET;

Requirements

• Experience in designing web and mobile interfaces (from concept to final design)
• Strong understanding of UX principles and current UI trends
• Proficiency in Figma and knowledge of component-based design principles
• Experience with prototyping, user flows, and wireframes
• Ability to handle complex tasks with unconventional constraints, ambiguous scenarios, and unclear briefs
• Ability to justify design decisions and collaborate with developers and project managers
• 1+ year of commercial experience
   

Nice to have

• Basic knowledge of front-end development (HTML, CSS)
• Experience in motion design or creating micro-animations for interfaces
   

We Offer:

• Fixed salary in USD;
• Friendly atmosphere and supportive colleagues;
• Professional growth and support from experienced colleagues;
• Supportive leadership with minimal bureaucracy;
• English language lessons to boost your communication skills.

Cabina.AI is a dynamic startup building a cutting-edge platform for interacting with and managing multiple AI models. We're seeking a skilled and passionate Go developer to join our strong team and contribute to the development of our microservice architecture. This is a unique opportunity to work on challenging and engaging tasks in a fast-paced, collaborative environment.

About Cabina.AI:

We're developing a universal workspace that simplifies the use and integration of AI. Our platform provides access to a wide range of AI models, enabling users to perform quick actions, train custom models, automate workflows, and manage their AI resources effectively. We're committed to building a robust and scalable platform using a microservice architecture based on Go.

About the Role:

As a Go developer at Cabina.AI, you'll play a key role in designing, developing, and maintaining our core microservices. You'll collaborate closely with other engineers, product managers, and designers to deliver high-quality features and ensure the performance and scalability of our platform. You'll have the opportunity to work with cutting-edge technologies and contribute to the growth and success of a promising startup.

Responsibilities:

Design, develop, and test new microservices in Go.

Maintain and improve existing microservices and related infrastructure.

Collaborate with other engineers on code reviews and design discussions.

Contribute to the overall architecture and design of the platform.

Work with product managers to understand requirements and translate them into technical solutions.

Participate in agile development processes.

Qualifications:

Strong proficiency in Go programming language.

Experience with microservice architecture and development.

Familiarity with containerization technologies (e.g., Docker, Kubernetes).

Understanding of RESTful API design principles.

Experience with databases (e.g., PostgreSQL, MySQL).

Excellent communication and collaboration skills.

Passion for learning and staying up-to-date with the latest technologies.

Bonus Points:

Experience with gRPC.

Familiarity with message queues (e.g., Kafka, RabbitMQ).

Experience with cloud platforms (e.g., AWS, Google Cloud).

Contributions to open-source projects.

What We Offer:

Competitive salary and equity options.

Opportunity to work on challenging and impactful projects.

Collaborative and supportive work environment.

Flexible work arrangements.

Professional development opportunities.

Be a part of a growing and innovative startup.

Golang, Git, Redis, PostgreSQL, REST API, gRPC, Docker, Docker Compose, CI/CD, Go

About us:

EveryMatrix is a leading B2B SaaS provider delivering iGaming software, content and services. We provide casino, sports betting, platform and payments, and affiliate management to 200 customers worldwide.

But that's not all! We're not just about numbers, we're about people. With a team of over 1000 passionate individuals spread across twelve countries in Europe, Asia, and the US, we're all united by our love for innovation and teamwork.

EveryMatrix is a member of the World Lottery Association (WLA) and European Lotteries Association. In September 2023 it became the first iGaming supplier to receive WLA Safer Gambling Certification. EveryMatrix is proud of its commitment to safer gambling and player protection whilst producing market leading gaming solutions.

Join us on this exciting journey as we continue to redefine the iGaming landscape, one groundbreaking solution at a time.
 

We are looking for a passionate and dedicated  Junior .NET Developer to join our team in Lviv!
 

What You'll get to do:
 

• Hands-on development and integration of the evolving business functionality on the core part of the platform with other office locations.
• Understanding business requirements and their mapping to the given software framework.
• Discussing business requirements along with the Team Leader, Business Analysts, Project Managers, and other parties involved.
• Adhering to the Agile methodology and design principles of the project.
• Working in a test-driven, object-oriented environment.
• Participating in the design and implementation of the new architecture of the next-generation GamMatrix platform.
• Offering the QA and support team assistance whenever issues arise.
• Adhere to best practice development standards (such as continuous integration and deployment).
• Ability to understand the complex technical architecture.
• Ability to manage multiple priorities, commitments and tasks.

What You need to know
 

• Knowledge of C#, NET Framework 4.8 or .NET 5+, OOP and OOD concepts; 
• Understanding of service-oriented architecture; 
• Web development understanding: ASP.NET Core, ASP.NET Web API; 
• Knowledge of SQL syntax; 
• Intermediate or upper English level.
  
  Nice to have:
   
• Technical education is a plus but not required; 
• Experience with ADO.NET or any ORM like Dapper or Entity Framework; 
• Experience with LINQ; 
• Experience with MySQL and/or PostgreSQL; 
• Experience with Docker; 
• Experience with version control system; 
• Knowledge of CI/CD practices.
   

Here's what we offer:

• Start with 22 days of annual leave, with 2 additional days added each year, up to 32 days by your fifth year with us.
• Stay Healthy: 3 sick leave days per year, no doctor's note required; 30 medical leave days with medical allowance
• Support for New Parents:
• 21 weeks of paid maternity leave, with the flexibility to work from home full-time until your child turns 1 year old.
• 4 weeks of paternity leave, plus the flexibility to work from home full-time until your child is 13 weeks old.

Our office perks include on-site massages and frequent team-building activities in various locations.
 

Benefits & Perks:

• Daily catered lunch or monthly lunch allowance. 
• Private Medical Subscription. 
• Access online learning platforms like Udemy for Business, LinkedIn Learning or O’Reilly, and a budget for external training.
• Gym allowance

At EveryMatrix, we're committed to creating a supportive and inclusive workplace where you can thrive both personally and professionally. Come join us and experience the difference!

We are looking for a proactive and responsible Junior Project Manager who is eager to grow in the field of IT project management. If you have basic experience in IT outsourcing, strong communication skills, and a desire to develop professionally — we’d love to meet you!

About the company:
GroupBWT is a consulting firm specializing in data management and the construction of data platforms. Our approach combines classical data warehousing with robust visualization tools, ETL processes, and business intelligence.The platforms we create are designed to collect, analyze, distribute, and leverage internal data, providing actionable insights and value to our clients in the Retail, Manufacturing, Financial, and Market Research industries. Unlike off-the-shelf software, our solutions are not one-size-fits-all. We believe every business is unique, and so should be its data management system.

Requirements:
 

• At least 1 year of experience in an IT outsourcing company (we may consider candidates with less than 1 year of experience if they have completed a certified course with distinction — e.g., PMP, Scrum, or Project Management Fundamentals).
• Basic understanding of web development or data science project lifecycles.
• Experience working with Jira and Confluence.
• Upper-Intermediate English or higher (verbal and written communication with clients).
• Ability to multitask, structured thinking, attention to detail.
• Team player with openness to feedback and a strong willingness to learn.

Responsibilities:
 

• Support projects from start to finish: task tracking, deadline control, daily syncs, and progress monitoring.
• Prepare and maintain basic project documentation (checklists, tracking artifacts, status updates).
• Communicate with clients (with guidance from senior PMs): clarifying requirements, status updates.
• Collaborate with cross-functional teams (developers, analysts, designers, QA).
• Identify basic risks and escalate them to the team lead or senior PM.
• Use internal tools and processes (Jira, Confluence).
• Participate in internal meetings and demo sessions.

What We Offer:

• Collaboration with technical experts - You’ll work alongside highly skilled technical specialists who will provide the necessary support to achieve your goals 
• Opportunities for professional and financial growth- we offer a clear path for development in a leading niche market, helping you grow both professionally and financially
• Cooperation with a company trusted by renowned clients - work in a company with extensive experience, a diverse portfolio of cases, and a client base that includes well-known and respected brands
• Corporate training and development – access to internal educational programs, training sessions, and workshops to enhance professional skills.
• Corporate discounts and partner benefits – special offers and discounts for employees and their relatives at one of the largest gym networks in Ukraine, as well as from other partner companies.
• Support for the Armed Forces of Ukraine – the company contributes to donations and initiatives supporting the Ukrainian Armed Forces.
• Corporate events – regular team-building activities, celebrations, and internal events to strengthen team spirit
• Educational support – reimbursement or partial coverage of expenses for courses, training, and certifications for professional development
• 21 paid vacation calendar days, 15 paid sick leaves and additional days off – enjoy a well-balanced work-life schedule with paid vacation, sick leave, and extra days off when needed.

We are an international recruitment agency specializing in IT and fintech talent acquisition across Europe. With a distributed team of recruiters and researchers, we connect top professionals with leading companies.

Position Overview:
We are looking for a proactive Client Outreach Specialist to join our team. In this role, you will be responsible for engaging with pre-identified clients, initiating first contact, handling objections, and ensuring smooth follow-up until the client is ready for an interview. 

You will play a key part in building trust and interest from client.

Key Responsibilities:

• Reach out to candidates provided by the sourcing team via LinkedIn, email, messengers, and other available channels.
• Follow up consistently to maintain client engagement and ensure responses.
• Handle objections and address client concerns to increase interest in the opportunity.
• Nurture communication with clients and build rapport until they agree to a call.
• Keep structured records of communication and update our ATS/CRM.

• Collaborate with team members to ensure a smooth handover of warm clients.

   

Requirements:

• Previous experience in client outreach, lead generation, inside sales, or a similar role.
• Strong communication and persuasion skills, with the ability to handle objections.
• Experience working with LinkedIn, email tools, and CRM/ATS systems.
• Good written and spoken English (Upper-Intermediate or higher).
• Proactive, persistent, and result-oriented mindset.

Our client is an international product-based IT company specializing in the iGaming industry. Born in 2014, they rocked the CIS region, and now take the success to the world. 

We are currently looking for a Content Manager.

📋 Key responsibilities and your contribution:

• Participation in the creation of SEO content for the main website and satellite projects: writing, adapting, editing, and refining texts based on predefined templates and SEO requirements.
• Writing texts based on structures and templates (articles, descriptions, FAQs, categories).
• Editing and refining existing texts according to project requirements.
• Working with SEO briefs: keywords, intent, structure, uniqueness.
• Checking texts using a checklist: task compliance, language quality, technical parameters.
• Communication with the editor, senior content manager, and SEO specialist.
• Content entry into the CMS (following instructions).
• Managing a personal content queue and tracking task statuses.
• Participating in the improvement of templates, guidelines, and writing approaches.
   

📚 Your qualifications:

• Experience in writing or editing texts (copywriting, editing, blogging, SMM, etc.).
• Literate, structured, clean writing style.
• Understanding of how to work with a brief or template.
• Ability to meet deadlines without compromising quality.
• Confident use of Word, Google Docs, and basic spreadsheets.
   

➕ Nice to have:

• Experience in SEO or writing SEO content.
• Knowledge of basic SEO principles: keywords, intent, article structure.
• Skills in researching and adapting information independently.
• Experience with CMS content entry (WordPress, etc.).

Who we are and what we do

Shaw and Partners is an international SaaS developer working with mostly US clients. Our primary function in the software development market is to recruit high-quality software developers which allows us to provide staff augmentation to our clients.   We also invest in and incubate internal projects, and constantly implement processes to actively utilize machine learning as a service to clients and increase productivity in our daily work life. 
 

Working at Shaw and Partners

Our marketing team is less than ten people, so each person is critical to our shared success. This means you will be challenged to balance both tracking details and coming up with creative ideas.   We work really hard and there are days that are sometimes dark but in the dark days where what you'll find is that we're a culture that takes care of each other so yes we have stress but you'll find that the camaraderie is incredibly high. At the same time, get mentored on business principles on the character that will set you up to succeed in life.

Responsibilities

• Plan content for Instagram Reels, YouTube, and X
• Create storyboards, generate images with AI, generate videos
• Assist in re-appropriating content for other channels
• Create and execute campaigns
• Copywriting
• Track KPIs and report
  
   

We offer

• We have several additional performance bonuses for up to 50% more salary
• 100% remote work
• Competitive salary paid in USD
• Flexible schedule (respond promptly, attend meetings, meet deadlines)
• Exciting projects and unusual niches for your portfolio
• Room for personal and professional development
• Working in a fast-growing company with international customers and investors
• Motivated and agile team with a shared vision
• Competitive salary dependent on experience
• A fun, fresh, energetic team
• Bonus equivalent to one month
  
   

Required:

• Portfolio with your projects
• Fluent English

Join our team to build and grow modern web applications using Node.js (NestJS) and React.
Some projects also involve .NET Core — experience with it will be a plus, but it’s not mandatory. 
You’ll work closely with PMs and clients, contribute to technical decisions, and use AI-assisted coding tools to boost productivity.

Responsibilities:

• Develop and maintain web applications and service, sprimarily using NestJS (Node.js) and React.
  Participate in projects built on .NET Core, if applicable.
• Write clean, readable, and maintainable code following best practices.
• Design and implement databases and APIs, (microservices / monolith).
• Support and enhance existing features, as well as build new ones.
• Collaborate proactively with teammates to ensure high-quality delivery.
• Take part in project estimation to ensure realistic timelines and workload.
• Manage the technical debt backlog when required.
• Work closely with project managers and clients to understand requirements and improve product development.

Requirements:

• Solid experience with NestJS (Node.js).
• Good knowledge of React.
• Strong proficiency in C#, ASP.NET, TypeScript will be a plus.
• You must have worked with Cursor AI, Cline, Claude Code, or similar for writing code with AI-assisted coding.
• Strong analytical skills and ability to effectively utilize AI tools for increased productivity.
• At least 2 years of experience in Web UI and API development.
• Strong knowledge of REST API implementation.
• Experience integrating with third-party APIs and services.
• Good understanding of SQL and MySQL.
• Experience working with Git for version control.
• Familiarity with Azure or AWS.
• Understanding of DevOps practices is a plus.

What We Offer

• Competitive salary with regular reviews.
• Support for individual entrepreneurs with accounting assistance.
• Fully remote work.
• A clear path for professional development and growth.
• A friendly team environment and engaging team-building activities (online and offline).

We are looking for a VIP Account Manager who will be responsible for delivering exceptional, personalized service to our most valued players. You will act as a trusted point of contact, ensuring a premium experience through tailored support, proactive engagement, and deep understanding of client needs. This role requires a client-first mindset, attention to detail, and the ability to solve complex issues efficiently and empathetically.

HOW YOU WILL MAKE AN IMPACT

- Provide personalized support via chat, email, phone, and messengers to VIP clients
- Resolve complex issues related to payments, bonuses, verification, and gameplay
- Build and maintain trusted long-term relationships with high-value players
- Conduct proactive outreach and regular check-ins to ensure client satisfaction
- Collaborate effectively with Customer Support, RFPD, QA, Product, and CRM teams
- Share client insights to improve products and processes
- Coordinate special requests and custom solutions for VIP players
- Monitor daily player activity and gaming patterns of VIP clients
- Identify at-risk players and implement retention strategies
- Offer personalized bonuses and promotional campaigns
- Celebrate player milestones and significant events
- Ensure strict adherence to internal policies and procedures
- Track key metrics including retention rates, satisfaction scores, and response times

WHAT WILL HELP YOU SUCCEED IN THE ROLE

- Excellent communication skills (written and verbal) in English; additional languages are a plus
- Proven experience in VIP account management, customer success, or a similar client-facing role, preferably in iGaming or a related industry
- Strong problem-solving skills with the ability to handle sensitive and complex issues (e.g. payments, bonuses, verification) with discretion and professionalism
- Relationship-building expertise and a proactive approach to customer engagement
- Deep understanding of customer behavior, especially in high-value segments
- Ability to analyze player activity data and identify trends, opportunities, and risks
- Collaborative mindset with experience working across multiple departments (Customer Support, Product, CRM, etc.)
- Flexibility and adaptability — able to prioritize in a fast-paced, dynamic environment
- Attention to detail and a high level of organization
- Experience working with CRM tools and support platforms (e.g., Zendesk, Salesforce, or similar)
- Willingness to work shifts and be available outside standard hours for VIP client needs

HOW WE WILL KEEP YOU SMILING

- Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
- Vacation days and paid sick leave—because your rest matters.
- A competitive compensation that truly reflects your skills and expertise.
- Employee referral bonus and gifts to celebrate your special occasions.
- 50% financial support for learning expenses to supercharge your professional growth!
- A positive atmosphere where you always feel respected and truly belong.
- Inspirational team-building activities that turn colleagues into best friends.
- Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.

A fast-growing Ukrainian-Israeli product fintech and blockchain company is looking for a Business Assistant to the CEO. This is a key position that involves supporting the CEO in daily tasks, analytics, and organizing business processes. We operate in the international market, so it is important that the candidate has the right to travel abroad and is ready for business trips and participation in conferences.

Key Responsibilities:

•  Provide administrative support to the CEO: manage calendar, schedule meetings, track deadlines

•  Organize business trips: book tickets, hotels, handle logistics, prepare documents

•  Participate in conferences and business events: accompany the CEO, coordinate meetings, prepare materials

•  Work with invoices and financial documents

•  Prepare analytical materials and reports

•  Handle document flow: prepare, edit, and store business documents, contracts, presentations

•  Communicate with partners, clients, and internal teams

•  Assist in monitoring task execution and support strategic initiatives

We are looking for:

•  At least 1 year of experience in a similar role (executive assistant, business assistant, office manager)

•  Fluent English (spoken and written)

•  Willingness to travel abroad for business trips

•  Availability to stay connected and quickly resolve urgent issues

•  High stress resistance and organizational skills

•  Experience working with business documentation and basic analytics will be an advantage

•  Ability to work independently and take responsibility for results

Will be an advantage:

•  Experience in blockchain, crypto, or fintech industries

•  Strong motivation to grow in this field

We offer:

•  Fully remote work with opportunities for international business trips

•  Work schedule: 9:00–18:00 or 10:00–19:00

•  12 paid vacation days per year

•  14 official public holidays according to Ukrainian legislation

•  Paid sick leave

•  Fast-track professional growth in an international fintech company

•  Participation in key business processes and conferences

•  Direct access to top management — your ideas and initiatives matter

•  A friendly team that values efficiency and is open to experimentation

•  Gifts for special occasions

•  Competitive compensation

•  Timely payment in USDT

We’re looking for an experienced PRM (Planning, Reporting & Monitoring) Manager to join our team! In this role, you’ll be at the heart of our partner program, building relationships and driving success for our affiliates and the company alike.

Are you ready to elevate your career in an innovative and dynamic environment that values growth and collaboration? If you’re eager to make an impact and develop your skills alongside a passionate team, we’d love to hear you! Join us, and let’s take your career to the next level together.

HOW YOU WILL MAKE AN IMPACT

- Collect and consolidate historical performance data across ~20 products and multiple geographies.
- Translate Acquisition, CRM, Promo, and Retention plans into workload forecasts for Customer Support.
- Build capacity plans (by product, geo, support channel, and customer segment – VIP vs. casual) with precision down to 15-minute intervals.
- Forecast and manage staffing needs across channels (email, chat, etc.), ensuring alignment with business and marketing initiatives.
- Gather agents’ scheduling preferences through internal systems and match them with business needs.
- Develop and update bi-weekly workforce plans, schedules, and forecasts.
- Continuously monitor live workload and service levels, adjusting in real time by adding extra shifts, extending shifts, or releasing agents when demand is below forecast.
- Produce Plan vs. Actual reports (workload, staffing, SLAs) and recommend improvements.
- Support the Head of Support in hiring decisions by providing precise capacity and headcount planning.
- Deliver operational performance reports and dashboards covering quantitative KPIs of Customer Support.
- Act as a control point for operational efficiency, ensuring that business needs are met even when forecasts deviate.
 

WHAT WILL HELP YOU SUCCEED IN THE ROLE

- English proficiency B2 or higher (both written and spoken).
- Strong analytical mindset with the ability to interpret complex data and translate it into actionable insights.
- Advanced skills in Excel (pivot tables, formulas, data visualization) and experience with Power BI or similar BI tools.
- Proven experience in forecasting, workforce planning, or capacity management (preferably in a Customer Support or Operations environment).
- Ability to design and deliver clear reports, dashboards, and forecasts.
- Strong problem-solving skills and ability to make real-time operational decisions.
- High attention to detail and structured approach to planning and reporting.
- Self-driven, organized, and comfortable in a fast-paced, multi-product environment.

HOW WE WILL KEEP YOU SMILING

- Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
- Unlimited vacation days and paid sick leave—because your rest matters.
- A competitive compensation that truly reflects your skills and expertise.
- Employee referral bonus and gifts to celebrate your special occasions.
- 50% financial support for learning expenses to supercharge your professional growth!
- A positive atmosphere where you always feel respected and truly belong.
- Inspirational team-building activities that turn colleagues into best friends.
- Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
- Co-working space reimbursement to save your nerves from always working from home :)

We are looking for an experienced Customer Support Team Lead (CS TL) to join our team. This role is responsible for managing Support Agents, ensuring operational excellence, driving team performance, and maintaining high-quality service standards.

Are you ready to elevate your career in an innovative and dynamic environment that values growth and collaboration? If you’re eager to make an impact and develop your skills alongside a passionate team, we’d love to hear you! Join us, and let’s take your career to the next level together.

HOW YOU WILL MAKE AN IMPACT

1. Team Performance Management
- Ensure the team consistently meets operational KPIs and performance targets.
- Monitor individual and team productivity, quality, and service effectiveness.

2. Operational Involvement
- Participate in internal investigations and build complex operational processes and workflows.
- Communicate updates, procedural changes, and new policies to the support team.

3. Underperformance Management
- Work closely with underperforming agents (below 70%) through coaching, feedback, and performance improvement plans.

4. Bonus Matrix Maintenance
- Prepare and maintain the monthly bonus matrix based on team performance metrics.

5. Weekly Reporting
- Create, maintain, and submit weekly reports covering team performance, insights, and operational updates.

6. Scheduling & Vacation Management (Optional)
- Create and maintain the support team schedule.
- Track vacations and time-off requests when the PRM Manager is unavailable.

7. Knowledge Base & Documentation
- Contribute to internal regulatory documentation and process knowledge base.
- Collaborate with Support and VIP departments on documentation updates.

8. Workload & Discipline Management
- Monitor task distribution across the team.
- Maintain accountability, discipline, and adherence to operational standards.

9. Onboarding (Optional)
- Conduct onboarding sessions for new Support Agents when the L&D Manager is unavailable.

10. Performance Blitz & Testing
- Conduct blitz surveys for underperforming agents.
- Co-develop test questions and materials together with the QC team.

11. Support Tool & Automation Integration
- Assist in implementing new tools, AI-driven systems, and automation solutions to improve service quality and team efficiency.
 

WHAT WILL HELP YOU SUCCEED IN THE ROLE

- 2+ years of experience in Customer Support, with at least 1 year in a senior or leadership position.
- Strong people-management and coaching skills.
- Excellent written and verbal communication skills.
- Ability to work with data, analyze performance trends, and make strategic decisions.
- High ownership, responsibility, and attention to detail.
- Experience with support tools, workflow systems, and knowledge bases.
 

HOW WE WILL KEEP YOU SMILING

- Flexible working hours and a remote work setup, so you can plan work around your life and not your life around work!
- Unlimited vacation days and paid sick leave—because your rest matters.
- A competitive compensation that truly reflects your skills and expertise.
- Employee referral bonus and gifts to celebrate your special occasions.
- 50% financial support for learning expenses to supercharge your professional growth!
- A positive atmosphere where you always feel respected and truly belong.
- Inspirational team-building activities that turn colleagues into best friends.
- Wellness benefits: We’ll support your sports passions, from yoga classes to gym memberships.
- Co-working space reimbursement to save your nerves from always working from home :)