Jobs Customer/Technical Support

Mate academy is an EdTech company helping anyone, anywhere build a successful career through learning.

🤘 Our gamified, AI-powered platform helps people gain new skills and get ready for tech and non-tech roles – in IT and beyond.

🌎 We’re growing fast in Ukraine, Poland, and Brazil. 6000+ of our graduates have landed jobs, including 150+ in Poland.

In Poland, we currently offer 9 courses and continue to expand our portfolio.

Now we are looking for a Student Coordinator to cooperate with our PL team, who will directly influence the success of the students' learning and employment process, changing their lives!

Note: this role is open to candidates currently based in Poland only.

What will you need to succeed:

• 1+ year of experience in Recruitment / Teaching or Tutoring / Project Management / Coordination/ HR / Customer Service
• Excellent communication skills (both written and verbal) and ability to explain complex things simply;
• The ability to learn quickly and be a team player who can also work independently;
• Proactive approach in resolving issues and improving processes, with the ability to handle repetitive tasks;
• Empathy for students and the ability to manage conflicts;
• Consistency and time management skills;
• General understanding of the IT market and readiness to learn basic technologies, tools, and approaches;
• English at Upper-Intermediate+ level and fluent Polish

Your advantage will be:

• Desire to learn how technologies work ‘under the hood’ and study our basic courses (HTML/CSS, JS, SQL, Java, etc.);
• Desire to learn the best employment practices to help students find jobs.

Your tasks will be to:

• Take care of students throughout their studying flow: onboard new students in chats and at weekly onboarding meetings, communicate and solve organizational problems that arise.
• Gather and analyze student feedback to suggest changes (and make them happen) to the product;
• Help prepare students for employment and accompany them on their journey: check homework (CV, LinkedIn, Cover Letter), conduct mock interviews, and work closely with the partnerships team by recommending them to help in securing the job
• Support processes in the courses (both existing and upcoming);
• Conduct webinars and public speeches (online);
• Work with Slack, the CRM system, the task manager, and basic analytics.

💡Important: we communicate with our students and local team in Polish, but all internal documentation and meetings with the international team are conducted in English.

What you will be working on in the first 3 months:

• Independently manage most student chats;
• Prevent students from requesting refunds within the first 14 days by offering support and a call when needed.
• Identify and report bugs mentioned by mentors and students, and know who to report them to.

Your team - an incredible PL and international team of education enthusiasts who really care, which makes work an exciting adventure (PL team mates - your team lead and buddy Magda, coordinator Dorota, employment coordinator Michał) 🚀

What you'll find when working at Mate:

• Your voice matters—you won’t just follow a plan, you’ll help make it
• A no-bullshit culture with 0% bureaucracy
• A team that shares knowledge and isn’t afraid to make mistakes
• The top EdTech product
• Competitive service fee, regular reviews, and B2B contract collaboration
• Paid sick leave & 22 working days of paid contract breaks
• Self-development days for continuous learning
• Financial support in medical emergencies
• Personal crisis leave, arranged individually
• $600 annual L&D budget for courses, conferences, mentoring, etc
• Mate аcademy course discounts: 50% for you and your immediate family during employment and for one year after; 20% for friends.
• English courses in groups of up to 4 people
• Apple equipment

Recruitment process

1. Test assignment
2. Talent acquisition + Tech screen - 1-1,5 hour (team lead Magda and recruiter Taras)
3. Final culture fit interview with Head of Flex Courses Anastasiia, Magda, and co-founder Anna - 1 hour
4. Reference check;
5. Offer.

We will review your application form and, if it is relevant for this position, we will respond within 7 working days :)

We are an international B2C company operating in the iGaming industry, with a focus on the US Sweepstakes Casino market. Our team brings together talented professionals who embrace challenges, think outside the box, and continuously strive for excellence.

We're looking for a Customer Support Specialist who is passionate about delivering exceptional player experiences, solving complex customer issues, and contributing to the continuous improvement of our support operations. If you enjoy working in a fast-paced product environment, collaborating with cross-functional teams, and making a real impact on customer satisfaction, we'd love to hear from you.
 

What You'll Do:

• Provide professional support to players via live chat and email.
• Handle complex customer inquiries and resolve issues efficiently while maintaining a high level of customer satisfaction.
• Investigate payment, account, verification, bonus, and technical-related questions.
• Escalate technical issues to the Product and Development teams with detailed reproduction steps.
• Collaborate closely with Product, CRM, Payments, and Operations teams to ensure timely issue resolution.
• Prioritize incoming requests according to urgency while meeting internal SLA targets.
   

Knowledge Base & Process Improvement:

• Maintain and improve internal documentation, FAQs, and knowledge base articles.
• Identify recurring customer issues and suggest process improvements.
• Create and update response templates, macros, and support documentation.
• Participate in quality assurance activities to maintain high support standards.
• Share customer feedback with internal teams to improve the overall player experience and product quality.
   

Product & AI Collaboration:

• Review AI-assisted support responses and identify opportunities for improvement.
• Contribute to optimizing automated support workflows and customer communication.
• Help improve support processes as the company continues to scale.

What We're Looking For:

• 1+ year of experience in Customer Support, preferably in live chat, email, or ticketing systems.
• Experience in iGaming, Online Casino, Betting, or another fast-paced digital product environment.
• Excellent written communication skills with a customer-first mindset.
• Strong problem-solving skills and attention to detail.
• Experience working with customer support platforms such as Intercom, Zendesk, Freshdesk, or similar.
• Upper-Intermediate (B2+) English for internal communication.
• Fluent Russian (or another primary customer communication language, depending on target markets).
• Ability to work rotating shifts, including evenings, nights, and weekends.
• Ability to thrive in a fast-paced environment with evolving processes.
   

Nice to Have:

• Experience working with AI-powered support tools and automation.
• Experience creating or maintaining knowledge base documentation and SOPs.
• Understanding of payment systems, KYC procedures, fraud prevention, and player verification.
• Experience with QA processes, ticket reviews, and customer support performance metrics.
• Leadership potential and willingness to mentor teammates as the support team grows.
   

What We Offer

• Fully remote work.
• Competitive salary based on your experience and expertise.
• Opportunity to join a fast-growing international iGaming product.
• High-impact role with direct influence on customer experience.
• Professional growth and career development opportunities.
• Collaborative, supportive, and ambitious team culture.
• Paid vacation and sick leave.
• Flexible working environment with opportunities to grow alongside the company.
   

Ready to help us deliver an exceptional player experience?

Apply now and become part of the Pelkino team!

Reelly AI is a B2B platform in the real estate sales sector that has become one of the market leaders in the UAE in just four years. More than 74,000 agents have registered on the platform. We help them find up-to-date information on more than 2,000 projects from developers in Dubai, Abu Dhabi, and Ras Al Khaimah.

Our business is selling data and access to our proprietary AI ecosystem. It helps developers see supply and demand in real time, understand agents’ needs, and make commercial decisions faster.

We work with international companies, including those from India, Pakistan, and the United Kingdom, that operate in the UAE. We are preparing for international expansion in cooperation with government partners. Our goal is to attract one million agents over the next three years.

I am writing this job posting personally. My name is Vitalii Ryzhak, and I am the founder and CEO of Reelly AI.

Recently, the real estate market in the region has experienced significant stress. For us, this period has become a catalyst for growth: developers have started digitizing their processes more actively, and we have received a large influx of new contracts. That is why I am resuming the search for new talent to join our team.

We are looking for a Customer Support Specialist to help customers in chats and oversee the quality of our AI-assisted support. You will review AI answers, check facts, step into conversations when human help is needed, and make sure unresolved issues reach the right person.

This is a hands-on, individual-contributor support role with no people-management responsibilities.

What you will do

• Monitor customer conversations and check AI-generated replies for factual accuracy, relevance, clarity, and a helpful tone
• Verify answers against approved product information and the knowledge base before relying on them; identify missing information and avoid unsupported promises
• Take over chats when the AI cannot resolve a request, misunderstands the customer, or needs human judgment
• Ask clear follow-up questions, explain next steps, and keep customers informed until the issue is resolved or handed over
• Record issues and actions in tickets or the CRM, with enough context for colleagues to continue the work
• Escalate technical problems, account issues, and unusual or sensitive requests to the appropriate team
• Flag recurring questions and incorrect AI responses, and suggest improvements to help articles, response templates, and the knowledge base

Who we are looking for

• At least 1 year of relevant work experience in customer support, customer service, chat operations, account support, or a similar customer-facing role
• Careful reading, attention to detail, and the ability to distinguish a verified fact from an assumption
• Clear, patient written communication and a calm approach to difficult customer situations
• Confidence using AI assistants and translation tools while checking the accuracy of their output
• Basic English is acceptable when supported by AI and translation tools; you must be able to understand the customer's request, check the response, and ask for help when something is unclear
• Experience keeping customer records, tickets, or task trackers organized
• Availability for a full-time schedule of 5 working days per week, 8 hours per day, with reliable follow-through during your agreed working hours

Experience with SaaS products, real estate platforms, help-desk tools, or AI-assisted support is a plus. Relevant practical work experience is required.

What good work looks like

Customers receive accurate and useful answers. Conversations needing a person are handled promptly, escalations contain clear context, and recurring gaps are captured so the support experience keeps improving.

Compensation and work format

Total monthly compensation: USD 1,000, including salary and bonus. The salary/bonus split and bonus criteria will be agreed before joining; the total monthly budget is USD 1,000.

Fully remote, full-time: 5 working days per week, 8 hours per day. The exact working days and hours will be agreed before joining. Open to candidates worldwide.

Why this role may interest you

Practical experience with AI-assisted customer support in a B2B product company, daily work with international customers, and the opportunity to improve the quality of both human and AI responses.

My recommendation:

Apply for this role on Djinni with details of your relevant work experience and skills. We will review your experience and skills against the role requirements before contacting you about the next steps.

I believe that only the strong win. And we are building our strength in attracting international capital so that, when the time is right, we can focus all our efforts on rebuilding Ukraine.

Glory to Ukraine! Glory to the Heroes!

EverHelp is a team of professionals, that’s developing outsourcing support services for plenty of products all over the world at a dynamic tempo. The project launched in 2021, and last year we experienced a yearly growth rate of +82%. Since February 2022, we've managed to preserve all our workplaces and, most importantly, we continue to strengthen our team while maintaining an employee satisfaction rate of over 90%.

In 2026, EverHelp received 9 international workplace and employer awards. The company ranked #1 in the Top 30 Inspiring Workplaces in Europe, was named the #1 employer among European companies with 500-4,999 employees, and earned Best-in-Class recognition across 6 categories: Culture & Purpose, Leadership, Inclusion & Belonging, Wellbeing, Employee Voice, and Employee Experience. EverHelp was also named one of the 28 Best Places to Work by Business Intelligence Group - a global award recognizing companies with strong workplace cultures and outstanding employee experience.

Our statement:

• We’re against war and unjustified aggression,
• We evacuated all the teammates and their families from the frontline, helped them find a new place to live and provided financial support,
• We provided the team with charging stations,
• We continue to work together for the future of Ukraine.

Bilingual Customer Experience Specialist (French & English)

EverHelp is looking for a Bilingual Customer Experience Specialist (French & English) to join a new international e-commerce project serving customers across the US and Canada. In this role, you’ll support customers throughout their post-purchase journey, help resolve order and delivery-related issues, and provide an exceptional customer experience across multiple communication channels.

The working schedule is shift-based, Monday–Friday, covering 09:15–20:30 EST, which requires evening and night availability for candidates based in Ukraine.

Your future responsibilities include:

• Providing customer support in French and English via phone, email, and live chat;
• Assisting customers with product information, orders, deliveries, and other post-purchase inquiries;
• Handling challenging customer situations through effective de-escalation, proactive follow-up, and solution-oriented communication;
• Coordinating with courier, warehouse, and other external partners to resolve delivery and order fulfilment issues;
• Managing a high volume of customer requests while maintaining accurate, friendly, and professional communication.

Needed experience & skills:

• 1+ year of Customer Support experience, preferably within retail or e-commerce;
• French B2–C1, including the ability to understand Quebec French and communicate clearly with customers from Quebec;
• English B2–C1, both written and spoken;
• Confidence supporting customers across phone, email, and live chat;
• Strong de-escalation and problem-solving skills, with the ability to remain professional in challenging customer situations;
• Ability to multitask and perform effectively in a fast-paced, high-volume environment;
• Strong attention to detail and an analytical, solution-oriented mindset;
• Flexibility and ability to quickly reprioritize as new information or situations arise;
• Self-motivation, reliability, and ability to work independently in a remote environment;
• Strong customer orientation and genuine motivation to deliver an exceptional customer experience;
• Ability to troubleshoot and confidently work with browser-based and mobile applications;
• Stable internet connection and reliable remote working environment.

Nice to have:

• Previous retail or e-commerce support experience;
• Experience with Zendesk, ClickUp, Shopify, WooCommerce, or similar customer support and e-commerce tools;
• Previous experience working fully remotely.

Work with EverHelp is about:

• 20+ vacation days and 10 paid sick leaves;
• Ability to work fully remotely;
• A professional team of specialists, ready to share their expertise, along with internal communities and team activities that foster continuous learning and development both within the team and on an individual level;
• Opportunity for career growth. 32% of our teammates obtained a new role during their first year of work in our company. 86% of our Team Leads have been our Customer Support Agents in the past.

Our requirements:

• Fluent/advanced English (MUST!)

• Ability to work night shifts (6 shifts: Kyiv time: 15:00 — 00.00; 16:00 — 01.00; 17:00 — 02.00; 18:00 — 03.00; 19:00 — 04.00; 21:00 — 06.00)

• An experienced PC user (General Microsoft Windows knowledge)

• Existing technical background or a strong desire to explore the field of software and hardware products

• Training and time-management skills

• Communication and listening

• Understanding of conflict resolution

• Empathy, positive attitude and self-Control

Summary:

As a Customer Support Specialist, you will have an opportunity to join a very dynamic international team and become a trusted advisor to our clients, with the opportunity to join a dynamic international team and become a trusted advisor to our clients, contributing to the overall quality of our product by sharing feedback with an opportunity to contribute to the overall quality of our product by sharing feedback with the relevant stakeholders.

You will interact with US business owners, learn about the telecom industry and embark on an IT career path within the organization.

Key Responsibilities:

• Help existing and prospective customers by providing timely and accurate information about B2BSoft products

• Identify, analyze, and troubleshoot technical issues and provide effective solutions

• Respond to support queries via phone, chat, and email

• Help Customers with software and hardware configurations, billing, and merchant services related requests

• Provide clear and complete documentation and notes on all service inquiries

Optional:

• Previous experience in the Support field

• Technical background and IT education

• Experience in working with ticketing systems Zendesk/Zoho/Service Now, CRM and Jira;

Compensation/Benefits:

Our culture is a collaborative, hands-on community where all voices are welcome at the table and existing associates’ welcome new employees with open arms. We are in an exciting phase of accelerated growth, and we welcome motivated individuals keen to hit the ground running. We also offer career and proficiency development plans and free English courses with native speakers.

About LimTC © Limitless Technology Consultants LLC:

LimTC is a Ukrainian outsourcing company that partners with international clients to help them grow, and we grow together with them. We build long-term collaborations where every team member plays a meaningful role. From tackling business challenges to managing operations end-to-end, we take ownership and deliver real value. At LimTC, you’re not just a resource — you’re part of a trusted, heard, and empowered team. We believe in ideas, initiative, and professional growth. Whether working with clients or building internal solutions, your voice matters here. Join us and be part of a company where your work makes a difference every day.

Key Functions:

• Provide day-to-day client support via case management generated via multiple channels:
• Ticketing system (Amazon)
• Phone Calls (including feedback and troubleshooting)
• continuously deliver a high-quality and effective service to clients, liaising with the Team Leader, as appropriate;
• Adhere to operational processes, policies, and documentary requirements;
• Ensure all client and internal documentation is safely maintained and accessible in accordance with GDPR and internal policy.
• Identify areas of personal development, e.g., training on a specific activity and reaching out to their Team Leader for assistance;
• Maintain a regular dialogue with other team members/leads, sharing learning experiences and enabling clients to provide a consistent, high-quality service;
• Use their initiative to troubleshoot technical issues raised by the client and deliver solutions that meet policies.

• Document any changes or new solutions for other agents to use.

   

Required Experience/Characteristics:

• Relevant previous experience
• Experience in working with a team
• Basic computer experience
• Spoken and written English at least an Advanced level
• Location: Ukraine
• Good communication skills and an ability to interact effectively
• Across all levels within the organization
• Ability to prioritize multiple tasks
• Good understanding of PC skills with the ability to document processes
• Strong team player
• Ability to work under their own initiative and follow directions from their Team
• Confidential, tactful, and diplomatic
• Puts the client first, acting sympathetically to their needs, thereby strengthening the overall relationship
• Committed to working within the client’s agreed values and framework.

Working schedule:

• 8 hours per day
• 5 days per week

Work is organized in two fixed shifts with rotation every 3–4 weeks (no option to choose a preferred shift):

Shift 1:
Monday–Thursday: 6:00 PM – 2:00 AM
Sunday: 4:00 PM – 12:00 AM

Shift 2:
Monday–Thursday: 2:00 PM – 10:00 PM
Friday: 11:00 AM – 7:00 PM

Benefits:

• Working in an environment with native English speakers
• Remote work
• Ukrainian Holiday coverage
• 18 paid vacation days
• We provide technical equipment 
• A stepping stone into the IT technologies space
• HR benefits
• Growing project and company with the ability to contribute to the core and apply creativity
• Amazing, talented people and a personal approach at all levels!

About LimTC

Limitless Technology Consultants © LimTC is a Ukrainian outsourcing company partnering with international businesses on a long-term basis. We help companies identify operational pain points, build practical solutions, and manage end-to-end processes with a strong focus on value creation.

Our teams work closely with clients across the UK, Israel, the US, and Ukraine, providing not only extra hands, but also ideas, structure, and process improvements that help businesses grow.

For this role, you will be working as part of a LimTC team supporting a leading UK-based internet filtering company with a Windows-based and Android product used by customers internationally.

About the Role

We are looking for an L2 Customer Support Specialist who enjoys troubleshooting, analyzing technical issues, and helping customers resolve escalated cases.

You will join a multinational team spread across the UK, Israel, and Ukraine, working in an agile environment to support and improve a web-based and mobile internet filtering solution.

This role is ideal for someone with strong technical curiosity, good English communication skills, and the ability to work independently while still being part of a supportive team.

This is a customer-facing Application Support role rather than a System Administration position. The role focuses on investigating customer issues, troubleshooting application behavior, and working closely with clients to resolve complex support cases.

Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.

Key Responsibilities

As an L2 Customer Support Specialist, you will:

• Receive and handle tickets escalated from L1 Support.
• Investigate, troubleshoot, and resolve technical issues within agreed SLAs.
• Analyze logs and available data to identify the root cause of problems.
• Communicate with clients when additional information is needed to understand the issue.
• Manage client expectations with clear and professional communication.
• Escalate complex issues when needed, while providing clear findings and context.
• Participate in team meetings, planning sessions, and internal discussions.
• Proactively assess workload and suggest improvements to processes.
• Update and improve the knowledge base as new solutions, product updates, or processes are introduced.
• Support training and mentoring of new joiners.
• Contribute to a stronger, more efficient support process over time.

Essential Requirements

We are looking for someone who has:

• 1+ year of experience in an IT-related role, technical support, system support, helpdesk, or similar.
• Intermediate or higher English level, with the ability to communicate clearly with international clients and native speakers.
• Strong troubleshooting and analytical skills.
• Good knowledge of Windows products and common Windows-related issues is desired.
• Experience using logs to investigate and report technical problems.
• Basic understanding of IP, certificates, ports, browsers, and connectivity-related issues.
• Ability to work with remote access tools such as TeamViewer or similar.
• Strong attention to detail.
• Self-motivation and the ability to work independently.
• A customer-facing mindset and a genuine desire to solve the root cause of an issue.
• Ability to suggest and support improvements to internal processes.
• Comfort working with complex issues across multiple teams, locations, and business lines.
• Previous experience supporting SaaS or software products and communicating directly with customers will be considered a strong advantage.

Desirable Skills

The following experience would be a plus:

• Experience with JIRA.
• Experience with SQL.
• Experience with Amazon Connect.
• Experience with Microsoft SDK.
• Previous experience supporting SaaS, web-based, mobile, or security-related products.

Working Hours

• Monday to Thursday: 20:00 – 04:00
• Friday: 13:00 – 21:00

What We Offer

• 100% remote work.
• Opportunity to work with talented people from the UK, Israel, and Ukraine.
• A chance to apply and grow your IT skills while solving real technical issues.
• Experience working with Amazon platforms and international SaaS tools.
• Supportive local L1 team.
• HR support and regular communication.
• Friendly and collaborative team environment.
• Paid sick leave.
• 18 vacation days per year.
• Additional project paid days off.
• Volunteer day.
• Team activities, HR games, and wellness initiatives such as yoga.

Why Join Us?

This is not just a ticket-handling role. You will be part of a team that investigates real technical problems, improves support processes, contributes to the knowledge base, and helps deliver better service to international customers.

At LimTC, we value people who think, care, take ownership, and want to grow together with the team.

We are looking for a detail-oriented and highly responsible VIP Quality Control Manager to ensure exceptional service quality for our VIP Support Team. Your mission is to maintain the highest standards of communication, accuracy, and consistency, ensuring that every VIP player receives a world-class support experience.

The ideal candidate has a strong analytical mindset, excellent communication skills, deep understanding of quality assurance principles, and the ability to provide constructive, clear, and actionable feedback.

HOW YOU WILL MAKE AN IMPACT

1. Quality Evaluation

• Review and evaluate VIP Support interactions across all channels (chat, email, calls).
• Ensure accuracy, professionalism, and empathy in communication with high-value players.
• Score interactions based on internal QC standards and quality rubrics.

2. Feedback & Coaching

• Prepare detailed feedback for VIP Support Agents to help them improve communication, accuracy, and efficiency.
• Conduct brief coaching sessions when needed, focusing on service quality and best practices.

3. VIP Standards Control

• Ensure that all VIP communication meets the highest company standards and supports strong player relationships.
• Identify deviations and propose corrective actions to preserve the premium level of service.

4. Insights & Process Improvements

• Analyze recurring issues and service gaps within VIP Support.
• Propose improvements to scripts, workflows, guidelines, and processes that elevate service quality.

5. Dispute Handling

• Review disputes between agents and QC team members.
• Ensure fair, unbiased, and well-documented resolutions.

6. Reporting & Analytics

• Prepare weekly and monthly quality reports with insights and recommendations.
• Track accuracy trends, recurring mistakes, communication patterns, and success points.

7. Collaboration

• Work closely with the VIP Team Leads, QC Team Leads, and L&D to align on standards and share insights.
• Support improvements in coaching frameworks and training programs.
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 1.5+ years of experience in Quality Control, Customer Support QA, VIP support, or a related role.
• Strong understanding of VIP player expectations, communication style, and service standards.
• Excellent analytical skills and attention to detail.
• Strong written communication and feedback-giving skills.
• Experience with QA tools, scorecards, and reporting dashboards.
• Ability to stay objective and make fair, data-driven decisions.
• Ability to work independently and manage multiple tasks in a fast-paced environment.
   

WHY YOU’LL LOVE IT HERE:

• 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 :)

The role focuses on leading the team’s day-to-day performance and ensuring stable operational results. The key responsibilities include monitoring team KPIs and workload, supporting underperforming agents through coaching and performance plans, maintaining team discipline, and preparing monthly bonus calculations and regular partner reports.

The role also involves active participation in operational investigations, collaborating with partners, process development and documentation, communication of procedural changes, and collaboration with Support, VIP, QC, and L&D teams. When required, the Team Lead may support onboarding activities and conduct additional knowledge checks or blitz surveys for underperforming agents. As well as preparing weekly/monthly reports

HOW YOU WILL MAKE AN IMPACT

• Ensure the team consistently meets operational KPIs, performance targets, and quality standards.
• Actively participate in internal investigations and contribute to the development and implementation of complex operational processes and workflows.
• Communicate process, policy, and procedural changes to the team and ensure their proper implementation.
• Manage underperforming agents (below 70%) through regular coaching, constructive feedback, performance improvement plans, and progress monitoring.
• Maintain and complete the monthly internal bonus matrix based on team performance indicators.
• Prepare, maintain, and submit weekly and monthly performance reports for partners, including key operational insights and team performance analysis.
• Contribute to the development, maintenance, and improvement of the internal knowledge base, regulatory documentation, and process guidelines, both independently and in collaboration with Support and VIP departments.
• Monitor workload distribution across the team, ensuring balanced allocation of tasks and maintaining discipline, accountability, and adherence to operational standards.
• Conduct onboarding sessions for new agents when the L&D Manager is unavailable.
• Conduct performance blitzes and knowledge checks for underperforming agents, identifying knowledge gaps and areas for improvement.
• Collaborate with the QC team on the development of test questions and assessment materials.
• Support the implementation of new tools, AI-driven solutions, and automation initiatives together with the Head, with the goal of improving service quality, response times, and overall team efficiency.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Аnalytical and case-management skills: ability to work extensively with operational reports and data, dive into details, identify inconsistencies and trends, investigate complex cases, and escalate issues with all necessary context and findings.
• Proven experience in Customer Support, preferably in a Team Lead, Senior Agent, or mentoring role.
• Strong understanding of operational KPIs, performance management, and workload monitoring.
• High attention to detail and ability to identify potential operational risks or issues before they become critical.
• Ability to analyze team performance, identify underperformance, and build clear improvement plans.
• Strong ownership and accountability for team results, escalations, and operational processes.
• Good communication and leadership skills, including providing constructive feedback and handling difficult situations.
• Strong organizational and prioritization skills with the ability to manage multiple operational tasks simultaneously.
• Ability to create, improve, and maintain internal processes, procedures, reports, and documentation.
• Proactive approach to process improvement, automation, AI tools, and operational efficiency.
• Ability to collaborate effectively with cross-functional teams, including QC, L&D, VIP, Operations, Product, and Management.
• Upper-Intermediate English or higher.

WHY YOU’LL LOVE IT HERE:

• 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.

Ven Commerce Ltd is an international company with offices in the USA, Israel, and Ukraine (Kyiv). We create comprehensive e-commerce solutions and help brands and retailers unlock the full potential of their online channels.

Our clients are successful retailers operating in the USA, Canada, Europe, and other countries.

As we expand our team, we are looking for a Customer Support Specialist – someone who enjoys helping customers, solving issues quickly, and maintaining high standards of service.

What you’ll do:

• Communicate with customers via email, calls, and social media.
• Respond to inquiries about our products (mainly jewelry; potential transition to medical products in the future).
• Resolve customer issues and complaints quickly.
• Forward important requests to relevant teams to improve technical and financial processes.
• Serve as the primary liaison between customers and internal teams.

What we offer:

• Remote work with a flexible schedule.
• 5 working days per week, 2 floating days off.
• Convenient shifts: 10:00–19:00 or 15:00–24:00 Kyiv time.
• Competitive salary.
• Friendly team and support from the team lead.
• Opportunities for career growth and learning.
• Health insurance (for employees in Ukraine) and work equipment (laptop).
• Seminars and professional development training.
• 25 paid vacation days (including sick leave).
• Team-building events and corporate activities in Ukraine.
• Cozy office space available in case of power outages.
• Corporate psychological support program.
•  

What we expect:

• Fluent English (C1) – both written and spoken.
• Positive, empathetic, and professional attitude toward customers.
• Analytical skills, attention to detail, and problem-solving ability.
• Ability to handle large volumes of information.
• Minimum 1 year of experience in a similar role.
• Experience with Zendesk, JIRA, and Magento is a plus.

Do you want to work in a modern and friendly environment where your knowledge and communication skills are valued?
Join our team! Send your resume with your expected salary and English level. We look forward to meeting you!

About PRNEWS.IO

PRNEWS.IO is a global content marketing platform connecting brands with media outlets around the world. We help companies get their stories published in relevant media while helping publishers monetize their platforms.

Our clients span Europe, the US, Asia and other international markets. We are an international team that values ambition, innovation, credibility and cooperation, and we’re growing our presence globally.

About the Role

As a Customer Support Specialist, you’ll be one of the key points of contact for our clients, helping them navigate the PRNEWS.IO platform and ensuring they receive a smooth and reliable customer experience.

You’ll respond to customer questions, troubleshoot issues, help resolve problems and work closely with Sales, Customer Success and Marketing teams to make sure customer needs are addressed effectively.

This is a great opportunity for someone who enjoys working with people, solving problems and learning about digital products in a fast-moving international environment.

What you’ll do

• Respond to customer questions and requests through chat, email, calls and other channels.
• Help clients navigate the PRNEWS.IO platform and get the most value from our services.
• Troubleshoot customer issues and find clear, practical solutions.
• Ensure customer requests are handled accurately and within agreed response times.
• Identify recurring questions and issues and contribute to improving our FAQ and knowledge base.
• Track customer feedback and share common pain points and insights with the wider team.
• Work closely with Sales, Customer Success, Marketing and other teams to resolve customer issues and improve the overall experience.
• Contribute to improving support processes, tools and ways of working.
• Work towards agreed customer support KPIs and service standards.

What we’re looking for

• 1–2 years of experience in Customer Support, Customer Service or a similar client-facing role.
• Experience with digital products, online advertising, SaaS or other digital services is a plus.
• Strong written and verbal communication skills and confidence communicating with customers across different channels.
• Strong English, both written and spoken. Additional languages are a plus.
• A calm, patient and solution-oriented approach to customer problems.
• Ability to stay organised and handle multiple requests and priorities.
• A proactive mindset — you look for ways to solve problems and improve processes, rather than simply answering questions.
• Curiosity and willingness to learn about PR, media, digital marketing and new technologies.
• Flexibility and a positive attitude in a fast-changing international environment.

What we offer

• Starting base compensation of $750, with the opportunity to earn up to $1,050 once the performance-based bonus system is applied.
• Remote work and flexibility.
• An international team with diverse backgrounds and markets.
• Opportunities for professional development and career growth.
• A role where your ideas and customer insights can directly improve our product and processes.
• Employee referral programme.
• Paid annual leave.
• A supportive and collaborative working environment.

Interested in joining PRNEWS.IO?

If you enjoy helping people, solving problems and working with digital products, we’d love to hear from you!

We're looking for Customer Support Agent to join our team. As a Customer Support Agent, you will be the first point of contact for our clients, ensuring a smooth and efficient support experience through live chat and email. Your main focus will be resolving inquiries, escalating complex cases, and maintaining high standards of response time and quality.
 

HOW YOU WILL MAKE AN IMPACT

• Provide professional and timely support to users via live chat and email
• Handle player inquiries, complaints, and requests with empathy and accuracy
• Escalate complex or sensitive cases to the relevant departments
• Ensure compliance with internal quality standards and communication guidelines
• Maintain up-to-date knowledge of games, promotions, and internal procedures
• Follow the assigned schedule and meet individual performance KPIs (speed, CSAT, accuracy)
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Previous experience in Customer Support and IGaming is a must
• Excellent written communication skills in English (B2+) / French (B2+)
• Ability to work flexible shifts, including not only evenings, weekends, and holidays, but also night shifts
• Strong multitasking skills and attention to details
• Ability to work both independently and as part of a team
• Passion for providing high-quality customer service in a fast-paced environment
   

WHY YOU’LL LOVE IT HERE:

• 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.

About product
Our product is an AI marketing service for solo founders and small teams. Our customers are English-speaking founders from all over the world. They reach us through the website chat (Crisp) and the support inbox. An AI agent handles the first line. A human steps in where a decision, hands-on help or an account check is needed.
We are looking for a Support Manager to own this second line end to end: from understanding the request to the customer reply and the ticket for engineers.
 

What you will do

• Handle customer conversations in Crisp and the support inbox in English. Reply fast, short and to the point, in one consistent company voice.
• Find the real cause instead of repeating what the customer said. Before replying, check the account in our internal tools.
• Bugs and feature requests: reproduce the issue, separate a bug from a product misunderstanding, describe the symptom and environment briefly, open a ClickUp ticket and tag the team in Slack. Get back to the customer once it is fixed.
• Manual account operations.

Tools we work in: Claude, Crisp, Stripe, ClickUp, Slack, Clerk, internal admin panel, Gmail.
 

What we expect

• 1+ year in customer support for a SaaS or another online product.
• Written English at B2 level.
• A habit of checking first and replying second.
• Resilience under pressure.
• Attention to detail.
• Ability to work independently.
• Understanding of how social networks work (Reddit, X, Facebook, Instagram, Threads) at the level of an active user: connecting accounts, limits, bans, the difference between a page and a group.

Nice to have

• Experience with Crisp, Intercom, Zendesk or a similar helpdesk.
• Experience setting up and working with an AI support chatbot.
• Confident use of Claude.
• Background in marketing or SMM.
• Basic understanding of how a web product works: what logs are, how to record a bug video, how to explain a problem to a developer.

What we offer 

• Health Insurance.
• GYM.
• English classes.
• 22 days off and 12 sick days.
• Paid national holidays.
• Teambuilding twice per year.
• Welcome box.

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri: 6 pm ET-10 pm ET (00:00–04:00 CEST)

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!