Jobs Customer/Technical Support

Gravira is a fast-growing iGaming product focused on Tier-1 markets, primarily Canada.
We’re looking for a Customer Support Manager to handle player inquiries through live chat and email.
We need someone who does more than just respond to messages — someone who can understand player needs, find solutions, handle challenging situations, and take ownership of cases until they are resolved.

Requirements

• Experience in Customer Support (live chat and email).
• English B2+ — strong written communication skills, accuracy, and the ability to provide clear, natural, and professional responses.
• Ability to manage multiple conversations simultaneously.
• Strong problem-solving skills and attention to detail.
• Ability to handle difficult customers, complaints, and objections.
• Customer-oriented mindset with a focus on ownership and issue resolution.
• Ability to follow guidelines and use templates without relying on mechanical copy-paste responses.
• Experience in iGaming or other customer support-intensive industries — a plus.
• Experience with CRM, HelpDesk, or LiveChat systems — a plus.
• French language skills — a significant advantage.

• Experience working night shifts — a plus.

   

Responsibilities

• Handle incoming player requests via Live Chat and Email.
• Assist players with account-related questions, deposits, withdrawals, bonuses, verification, and technical issues.
• Take full ownership of player cases — monitor their status and maintain communication until resolution.
• Handle complaints, objections, and negative feedback professionally.
• Investigate player issues, coordinate with internal teams, and escalate complex cases when necessary.
• Follow internal guidelines, procedures, and communication templates while adapting responses to individual situations.

• Maintain high standards of communication quality, response times, and customer service.

   

Working conditions

• Work format: Remote.
• Schedule (Kyiv time): 08:00–20:00 / 20:00–08:00.
• Shift format: 2/2, with flexibility to cover additional shifts when needed.
• Product: Established and actively operating iGaming product focused on Tier-1 markets.
• Compensation: Competitive base salary + performance-based bonuses.

• Supportive team environment, training, and opportunities for professional growth.

  
  Who We’re Looking For
  We believe that great customer support is not just about answering questions — it’s about helping players achieve results.
  We value proactivity, accountability, empathy, attention to detail, and the ability to manage customer requests from start to finish.

We are looking for a highly skilled, client-focused Account Manager to oversee and expand relationships within their own VIP base. In this role, you will manage your own dedicated VIP portfolio, focusing on cultivating loyalty and long-term engagement with the same high-value clients. This position demands a strong mix of personalized customer engagement, data-driven insights, and strategic account growth. The successful candidate will be proactive, analytical, and capable of delivering tailored experiences that strengthen loyalty, enhance satisfaction, and drive consistent revenue growth.

HOW YOU WILL MAKE AN IMPACT

• VIP Relationship Management: Manage a dedicated portfolio of VIP clients, maintaining daily communication and building long-term loyalty by consistently engaging with the same high-value clients from your personal base.
• Multi-Channel Communication: Maintain regular contact with clients through emails, phone calls, and messengers, adapting tone and strategy to suit customers’ needs.
• Data & Metrics: Analyze client behavior and key metrics to identify opportunities for growth, retention, and reactivation.
• Upsell Strategy Development: Create and execute tailored upselling strategies to maximize clients’ value and increase revenue.
• Reporting: Prepare detailed reports on account performance, trends, and campaign outcomes.
• Cross-Department Collaboration: Work closely with other teams to coordinate strategies and deliver seamless customer experiences.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• Previous experience in iGaming industry.
• Strong communication skills, both written and verbal, with the ability to adapt across different channels.
• Analytical mindset with proficiency in working with KPIs, reports, and CRM systems.
• Target-driven with proven ability to implement upselling or cross-selling strategies.
• Fluency in English.
  
   

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 FIRST CRYPTO EXCHANGE LLC

First Crypto is a VARA-licensed OTC broker-dealer in Dubai serving individual and institutional clients. We are building our own platform for digital assets and fiat payments, including an OTC desk, web client, and mobile app.

FCE is committed to building a trusted, well-governed exchange, combining robust market infrastructure with strong financial controls, regulatory compliance, and operational transparency.
 

JOB OVERVIEW

We are looking for a Corporate IT HelpDesk Specialist to provide on-site IT support for our Dubai office and its employees.

The key objective of this role is to ensure the reliable operation, security, and maintenance of corporate devices, IT systems, and office infrastructure. You will manage employee devices and access, administer Google Workspace and corporate applications, support employee onboarding and offboarding, and resolve day-to-day IT issues.

This is a full-time, on-site position in Dubai, working closely with the team to maintain a secure and efficient working environment.
 

KEY RESPONSIBILITIES

• Set up, configure, issue, maintain, and troubleshoot corporate laptops and mobile devices.
• Manage corporate devices through Mobile Device Management (MDM) and Endpoint Detection and Response (EDR) solutions within delegated access rights.
• Administer Google Workspace, including user accounts, access permissions, groups, and corporate settings.
• Manage employee IT onboarding and offboarding, including device allocation and retrieval, account provisioning, access changes, and deactivation.
• Administer corporate applications and support employees with access and configuration issues.
• Maintain an up-to-date IT asset inventory, including laptops, mobile devices, peripherals, software licences, and equipment assignments.
• Track software licences, renewals, and device allocations.
• Provide day-to-day technical support to employees, diagnosing and resolving hardware, software, and connectivity issues.
• Maintain and troubleshoot office IT infrastructure, including Wi-Fi, network connectivity, printers, and meeting room equipment.
• Ensure corporate devices are configured in accordance with internal security requirements and IT policies.
• Document IT procedures, common issues, troubleshooting steps, and equipment management processes.
• Coordinate with external IT vendors and service providers when required.
   

QUALIFICATIONS & SKILLS

• At least 3 years of experience in IT support, corporate IT, or a similar technical support role.
• Hands-on experience administering Google Workspace.
• Practical experience supporting macOS, iOS, and Android devices.
• Hands-on experience with Mobile Device Management (MDM) solutions and corporate device management.
• Familiarity with Endpoint Detection and Response (EDR) tools and endpoint security practices.
• Good understanding of networking fundamentals, including Wi-Fi, DNS, DHCP, and VPN.
• Experience managing user accounts, access permissions, software licences, and IT asset inventories.
• Ability to diagnose and resolve hardware, software, device configuration, and connectivity issues independently.
• Strong organizational skills and attention to detail, particularly when managing IT assets and employee access.
• Good documentation skills and the ability to follow established IT and security procedures.
• Fluent English, with the ability to communicate effectively with colleagues and external service providers.
• A proactive, service-oriented approach and the ability to provide timely, reliable support in an office environment.
   

WOULD BE A PLUS

• Experience working in fintech, financial services, cryptocurrency, or another regulated industry.
• Experience supporting IT operations in a security-conscious corporate environment.
• Familiarity with identity and access management (IAM), endpoint security policies, and device compliance controls.
• Experience managing Google Workspace security settings and access policies.
• Familiarity with IT service management tools, ticketing systems, and knowledge bases.
• Russian and English languages proficiency.
   

WORKING CONDITIONS & BENEFITS

1. Location: Dubai, UAE.
2. Working Arrangement: Full-time, on-site at our Dubai office.
3. Working Hours: Monday to Friday, 9:00 AM – 6:00 PM.
4. Compensation: Competitive salary based on experience.
5. Visa: UAE employment visa support.
6. Vacation: 20 working days per year.
7. Sick Leave: 10 days per year.
8. Days Off: 5 days per year.
9. Public Holidays: 8–10 days per year, depending on the applicable holiday calendar.

Delta M is a product IT company that is part of the international Delta M Group. The company has been successfully operating in Ukraine, Kazakhstan, Uzbekistan, Poland, etc. for over 18 years.

Our software, Delta M. CRM and Delta Tel, is installed in more than 100 banking and financial institutions in more than 15 countries, which collectively administer databases with more than 30 million records and is the best system solution in terms of price/functionality.

Our partners include leading banks, credit unions, housing and utilities companies, telecommunications companies, and companies in other sectors of the economy.

We expect you to have:

Technical education.

Experience working with the console (cmd).

Basic knowledge of Windows Server 2008, 2012, 2016 (would be a plus).

Good knowledge of Windows 10 (required).

Basic knowledge of SQL, at least 3 months of experience, select, join.

Experience with any CRM system (a plus).

Basic knowledge of API processes.

Competent written and spoken language.

Strong communication skills, responsibility.

Responsibilities:

Timely response to customer inquiries.

Solving problems at the technical level.

Assigning tasks to the second line of support with a description.

Monitoring the deadlines for completing tasks related to inquiries.

Working conditions:

Work in a successful international business and opportunities to realize your potential and ambitions in a rapidly growing and developing field!

Internal and external training.

A company with a developed corporate culture and a rich life.

Work schedule during the probationary period Mon-Fri: 9:00 a.m. - 6:00 p.m. Kyiv time (on-call duty on weekends, 1-2 times a month).

Remote work.

Competitive salary.

MOJAM is looking for an experienced VIP Account Manager who has worked with high-roller clients in gaming, doesn’t just service accounts, but owns a real portfolio of high-value players and takes responsibility for how it performs. You’ll build long-term retention strategy and actively grow client lifetime value. Sounds like a challenge just for you? Check out the details below.

We’re hiring Night Shift VIP Manager to ensure 24/7 coverage for our top-tier clients. Schedule: 2 days on / 2 days off, 22:00–10:00 (EEST).

📍 What to Do

• Own a portfolio of several VIP players and develop an individual approach for each one of them
• Decide on personal offers and rewards yourself, within set limits. Only critical cases get escalated to the Shift Lead
• Track player activity and act before they do: spot behavior changes, choose the right action, and run it
• Reach out first with offers, event updates, or a simple check-in. Don’t wait for players to message you first
• Hand over the shift to the night team so nothing gets lost. Report on what has happened, who needs a follow-up, what’s still open
• Push technical and account issues to the Support team fast, and keep the Product team in the loop on the problems your players run into most

🦸 Your Superpowers

• 2+ years managing a personal portfolio of paying clients, with at least a year on a high-value segment. Gaming VIP experience is the strongest signal, but a clear transition from Support or Account Management into VIP works too
• You’re used to your work being evaluated. Retention, reactivation, deposit frequency, LTV are familiar metrics and you know how they translate into the performance of your portfolio. In your intro, name two numbers you personally moved and how you did it
• Hands-on experience with CRM and engagement platforms (Customer.io or similar ones), ticketing tools (Intercom, LiveChat, Jira or similar ones), and analytics dashboards for segmentation
• Go beyond answering the question: anticipate what the client needs next. Communication quality is evaluated, so this isn’t just a nice-to-have
• You make decisions in non-standard situations without waiting for approval, and you take responsibility for how they turn out
• Advanced/Fluent English (required)

🤘 Bonus Points

• You are part of the CS/CS2 gaming community

• Additional language skills are a strong plus

   

 🍪 Team Perks 

• PRO&BRO team you’ll love creating new gaming universes with 
• Totally remote work from wherever you grind
• An equipment budget to upgrade your home office
• Flexible schedule with no time trackers since we just focus on results
• A performance-based bonus twice a year for every mojamer as a nod to our shared achievements 
• Wellness Bonus for the gym, yoga, dance, massage, therapy, or anything that keeps your energy up
• Level up your skills with our internal knowledge-sharing project Yoda. We also cover training, certifications, English & Ukrainian classes
• Days off and gifts for milestones of your choice (birthday, anniversary, baby arrival, or wedding) 
• JAM Activities: workations twice a year in different corners of the world, epic offline teambuilding events, CS2 and Dota tournaments, quizzes, lectures, and plenty of other hangouts for the team

• Plus relocation support, a Maternity/Paternity Leave Policy, a referral bonus, and a whole bunch of other cool perks you can check out on our website

   

  Join us if this is all about you. We are waiting for your CV!

   

  Let’s Add More Jam Together 🚀

We are an established international iGaming project backed by a major holding company with many years of expertise in online gambling. Our product is successfully operating across Australia, New Zealand, and Canada and is currently entering an active growth stage.

We are inviting a VIP Manager to join our team and take responsibility for personalized VIP player management, building long-term relationships, and maintaining a high standard of service.

Responsibilities

• Provide personalized support to existing and potential VIP players
• Build long-term relationships and develop an individual approach to each player
• Independently maintain natural and engaging communication in English
• Analyze deposits, withdrawals, gaming activity, and player preferences
• Monitor behavioral changes and respond promptly to declining activity
• Manage VIP retention and reactivation
• Select and coordinate personalized bonuses and privileges within the approved bonus policy
• Handle complex VIP requests in cooperation with Support, Payments, and other internal teams
• Record communication history, agreements, player preferences, and results in the CRM system

Requirements

• Previous experience as a VIP Manager or VIP Account Manager in iGaming
• Hands-on experience managing VIP players in an online casino
• English proficiency at C1 level is preferred, particularly in writing
• Ability to compose messages independently, adapt the communication style, and maintain a natural dialogue without translation tools
• Understanding of bonus mechanics, wagering requirements, deposits, withdrawals, and player activity
• Knowledge of key VIP metrics, including GGR, NGR, LTV, and Retention
• Experience working with CRM systems, Back Office tools, and analytical reports
• Ability to work independently, take initiative, find an individual approach, and handle non-standard situations professionally
• Understanding of Responsible Gambling principles and communication restrictions

Experience working with English-speaking players, particularly from Australia, New Zealand, or Canada, will be an advantage.

What We Offer

• An opportunity to join an established and successfully growing international product
• Key markets: Australia, New Zealand, and Canada
• The opportunity to influence the development of the VIP function
• Professional growth opportunities as the team expands
• Direct collaboration with strong Product, CRM, Support, and Payments teams
• Fully remote work
• A preliminary 5/2 schedule from 10:00 to 19:00 GMT+3
• Flexibility to adjust the schedule based on player activity
• Compensation based on the candidate’s experience and expertise

If you know how to build trusted relationships with VIP players, understand their needs, and communicate confidently in English, send us your CV. We would be happy to meet you!

Responsibilities:

• Own customer cases end-to-end: clarify the issue, investigate, resolve, and keep the customer informed until closure.
• Investigate and reproduce issues in ShipHawk TMS and WMS by analyzing API requests and responses (JSON/XML), logs, and account configuration to find the root cause.
• Troubleshoot integrations with ERP and eCommerce platforms (e.g., NetSuite) and carriers, including rating, labels, shipping documents, and tracking.
• Resolve issues through configuration fixes, customer education, or workarounds. When a fix is not possible at your level, escalate through the defined process.
• Report confirmed defects to Engineering in Jira with clear reproduction steps, business impact, and supporting evidence (payloads, logs, screenshots).
• Document every interaction and action taken in Salesforce so any teammate can pick up the case.
• Meet team targets for response and resolution SLAs, case backlog, and customer effort (CES) scores.
• Use AI tools daily to analyze logs and payloads, research issues, draft responses, and automate repetitive tasks.
• Spot recurring issues and create or improve knowledge base articles and internal documentation, including content used by our support AI assistant.
• Share feedback with management on feature requests, product gaps, and customer pain points.
• Keep building your knowledge of ShipHawk products, shipping workflows, and triage practices.
• Help onboard new Technical Support team members and support teammates when needed.
• Other duties as assigned by management.
• Weekend monitoring: one weekend per month, during regular working hours. Both days.

Requirements:

• 3+ years in technical customer support, application support, or a similar technical role.
• Strong troubleshooting skills: comfortable reading JSON/XML payloads and logs and testing APIs with tools like Postman.
• Hands-on experience using AI at work: writing effective prompts, troubleshooting with AI, and automating everyday tasks.
• Excellent written and spoken English; able to explain technical issues clearly to non-technical customers.
• Critical thinking and close attention to detail; able to work through problems with limited context.
• Strong ownership and a sense of urgency; works independently with minimal direction.
• Good time management; stays effective and positive in a fast-paced, high-pressure environment.
• Fast learner, curious, and self-motivated.
• Experience with a ticketing system (Salesforce Service Cloud, Zendesk, Jira Service Management, or similar).
• Basic understanding of shipping and fulfillment processes in eCommerce.
• General knowledge of ERP systems.

Nice to have:

• Experience with TMS and/or WMS software.
• Salesforce Service Cloud and Jira experience.
• NetSuite or other ERP integration experience.
• SQL skills.
• Basic code reading (Java, JavaScript, PHP, etc.).
• Familiarity with HTML, CSS, and SOAP web services.

In your application, share one example of how you’ve used AI to solve a work problem or automate a task.

Benefits We Offer:

• Flexible work schedule: choose your preferred shift — 11:00 AM, 12:00 PM, 1:00 PM, or 2:00 PM to 8:00 PM, 9:00 PM, 10:00 PM, or 11:00 PM (Kyiv time).
• $100/month for Health & Wellness expenses.
• $500/year for medical expenses.
• 20 PTO days.
• Top-level hardware of your choice; ownership will be passed to you.

📍 Location: EU-based, remote
💼 Cooperation type: Full-time

We’re seeking a Shifts Technical Support Specialist to support clients using our server-side tracking solutions. You’ll ensure high-quality customer support for thousands of users worldwide.

About us:
Stape is a global product-driven IT company and the #1 leader in the server-side tracking market. We’re building a powerful, technically complex product that simplifies server-side tracking for marketers and website owners. Our platform processes over 5 billion requests daily, helping improve tracking accuracy and data privacy for more than 200, 000 clients worldwide. We work closely with top tech partners, including Meta, LinkedIn, Google, Snapchat, and TikTok to provide advanced tracking capabilities.

We actively participate in industry-specific conferences as sponsors of events like MeasureCamp and Superweek.

Key tasks:

• Provide prompt and helpful support to clients via email and chat (no phone calls)
• Keep Help Center / Knowledge Base articles accurate and up to date
• Aim to resolve support tickets in one touch whenever possible
• Actively collaborate with team members to share insights and improve support processes

Your background:

• 1+ year of active experience in technical support
• Understanding of network troubleshooting tools and techniques (e.g., browser DevTools)
• Ability to learn quickly and independently grasp new technical concepts
• Strong communication skills, including the ability to explain technical topics clearly and collaborate effectively with cross-functional teams
• Ability to analyze data, identify tracking issues, and find solutions
• Ability to work in a small team/startup environment
• English skills (B2 or higher)

Will be a plus:

• Previous experience in technical support or a similar client-facing technical role
• Understanding of Google Tag Manager (GTM), Google Analytics, Facebook Ads, and Google Ads

• Familiarity with Jira and Confluence or similar project/documentation tools

   

Work Schedule:
Month 1 (Onboarding):
Monday–Friday, 9:00–18:00 СЕТ (5 days/week).
 

From Month 2 & after Probation:
Switch to Shift Schedule, that ensures that support specialists are available at various times to assist with customer needs, both during the day and night shifts.

There are 3 types of shifts:  
Day shift: 08:00–20:00 СЕТ
Night shift: 20:00-08:00 СЕТ
Standby Day/Night shift: reserve days for being available to replace an absent colleague.

We offer:

• Industry Leader: Make a meaningful contribution to a globally recognized solution that shapes the future of the server-side tracking market.
• Flexibility: Enjoy a flexible work schedule with the freedom to choose where you work.
• Extended remote workspace setup: Experience the benefits of a fully equipped remote workspace, designed to elevate your productivity and create a comfortable work atmosphere.
• Collaborative culture: Engage in a friendly and open team environment that encourages initiative, creativity, and collaboration.
• Educational support: Invest in your self-development through a dedicated training and professional growth budget.
• Well-Being: Take advantage of 20 days of paid time off, Parental Leave, Anniversary days off, and Study Leave to support your recharge and maintain a balance between work and personal life.
• Health support: Feel secure with full coverage for Sick Leave and a dedicated medical insurance budget that prioritizes your health.

Excited to join us? Submit your CV and let’s get started!
 

About us
 

ARRISE is a global leader in software development and services for the iGaming industry, bringing together more than 2,500 professionals operating across more than 12 locations worldwide.
 

From concept through to delivery, we combine technical expertise, creativity and industry knowledge to develop products, platforms and services that shape player experiences and support some of the industry’s leading brands.
 

We are best known for the work we deliver for Pragmatic Play, creating and supporting technology, products and specialists services enjoyed by millions of players worldwide.
 

What you will do

• Integration of gaming products ranging from launching new games, maintaining new partners via integrations into our/external systems.
• Planning and coordinating integration project.
• Understand the integration process in details in every step. Knowledge in the technical side of the API implementation.
• Work with other members of development team to coordinate deliveries of new integrations/tasks/fixes.
• Communicate integration projects priorities, monitor and escalate issues.
• Serve as main technical point of contact for external customers during the integration phase.
• Provide regular reports on demand to management as required.
• Ensure that integration requirements are well defined.
• Ensure that the integration has all necessary approvals before Production (QA signoff, Finance signoff, Compliance signoff).
• Create, improve and automate Integration related processes.
• Willingness to participate in meetings with technical teams of partners.
   

What you bring

• Professional skills:
  • Understanding of Web Technologies.
  • Experience in work with web applications, CMS.
  • Good knowledge of SQL, Oracle/Mongo DB queries.
  • Experience in basic Linux command line interface and utilities.
  • Manage and monitor systems to drive troubleshooting.
  • Good knowledge in XML, HTML, SOAP, JSON.
  • Experience in software development (Java/JS/PHP) will be advantage.
  • Working with REST API.
  • Experience in Front-End debugging.
• General skills
  • Intermediate English (reading/writing/speaking).
  • To have excellent communication skills and keep the lines of communication open by circulating reports that keep stakeholders in the loop on project status and in-sync with the latest development schedule and priorities.
  • Experience in support.
  • Experience in administrating (troubleshooting, logs parsing, scripting etc).
  • Quick understanding and learning abilities.
  • Ability to work on several tasks in parallel.
  • Understanding of SDLC (CI/CD).
     

What we offer

• Competitive compensation
  A competitive salary that reflects your skills and experience.
• Annual leave
  In accordance with the applicable legislation (20 or 26 days annual leave).
• Private medical cover
  Private medical insurance to help you look after your health and wellbeing, available after successfully passing the probation period.
• Learning Hub
  Personalized learning, gamified growth, and endless career development at your fingertips.
• Gym & fitness membership
  Multisport membership, after successfully passing probation.

We’re looking for a Technical Support Engineer to join our remote team and ensure smooth operation of our applications during weekday night shifts.

Schedule: Monday–Friday, 00:00–08:00 (GMT+3) 

Location: Remote

What you’ll do

• Provide prompt, professional support via chat, email, and ticketing tools
• Monitor infrastructure & app health to ensure uptime and performance
• Troubleshoot bugs; escalate critical issues to the engineering team when needed
• Run routine checks on cloud services and resolve infra-level problems
• Log incidents, track resolutions, and evolve our internal knowledge base
• Partner with Engineering & QA for smooth handovers and clear communication

What we’re looking for: 

• Сonversational English level: at least Upper-Intermediate, and if it's higher, that's even better.
• 6+ months experience with Python & Django OR no commercial experience but:
  • Completed relevant courses/bootcamps (e.g., Python, Django, Databases, AWS)
  • Strong technical fundamentals (data types, HTTP, REST, git, basic Linux, debugging)
  • Hands-on projects (pet projects, labs, or internships) — GitHub links welcome
• Good knowledge of PostgreSQL (or another relational DB)
• Familiarity with AWS (EC2, S3) — basics are fine
• Solid analytical & debugging skills
• Basic understanding of REST APIs and front-end (HTML, CSS, JavaScript)
• Clear communicator; comfortable working independently and as part of a team

Nice to have

• Experience with Docker/Kubernetes and CI/CD pipelines
• Knowledge of web app security principles

• Background in Agile/Scrum environments

   

If you like staying ahead of problems and owning the night shift, we’d love to hear from you.

We’re excited to invite Client Operations Manager join our team. If you’re ready for new challenges in a dynamic and fast-paced environment, this could be the perfect role for you.

You would be running such tasks as:

• Quickly and efficiently resolve customer queries regarding payment issues via chats;
• Perform daily monitoring of Operational KPIs;
• Troubleshoot technical issues with payment systems and software to support payment processing; 
• Initiate escalation of issues to the technical team as required;
• Improve existing customer support processes and make suggestions for their optimisation to ensure the efficiency of the department.

Required skills and expertise:

• Strong ownership, attention to detail, and organizational skills;
• Critical thinking and root cause analysis skills;
• Ability to understand customer needs and resolve issues appropriately and professionally;
• Ability to work in high workload conditions;
• Ability to learn quickly and adapt to changing environments.
• English language from Intermediate level.
• Willingness to work night shifts: 3:30 - 14:30; 3/3

Nice to have:

• Experience in resolving issues related to the payments industry;
• Previous experience in customer support/payment specialist or similar position.

We offer:

• 100 % paid sick leaves;
• 20 working days of paid vacation;
• Medical support;
• Benefits Cafeteria (budget for gym/stomatology/psychological service & etc.);
• Corporate gifts & events.

Professional growth & development:

• Competitive salary with annual salary promotions;
• The annual budget for professional courses, conferences, workshops, and books;
• Internal training courses;
• Work with a team of professionals and have the opportunity to share knowledge.

Corporate Culture:

• Dynamic and result-oriented work environment;
• The ability to influence product development at an early stage;
• Openness to new ideas and approaches, healthy team discussions;
• No “red tape” culture.

Candidate journey:

HR Interview — Interview with Team Lead —  Security check — Job Offer

About the Company

At Jump Labs we build products in data-retrieval and entertainment domains. We have subscription based services. We’re profitable, fully independent in terms of funding, and have an employee-friendly high-ownership culture.

About the Role

We’re looking for a Customer Support Representative with excellent communication and de-escalation skills, and a high English level. Your main tasks will be to respond to customers' complaints and solve their problems.
We have our own internal CRM for tickets and refunds processing.

Requirements
- Strong communication and conflict resolving skills
- Steadiness to a monotonous work
- Willingness to solve a problem once it occurs, both in terms of helping a customer and improving your team's working process
- English C1

Work Conditions

- Fully remote

- Corporate devices
- Paid Udemy courses
- Unlimited PTO policy

We're Gypsy Collective. The digital world is evolving faster than ever. New opportunities, new challenges, new ambitious goals. That’s why strong businesses need strong people.
 

Gypsy Collective is an exclusive talent partner for selected brands. We help our partners attract exceptional talent by building long-term relationships and becoming deeply integrated into their business, culture, and growth ambitions.
 

Now we're looking for a Customer Support Manager to join an iGaming project and provide high-quality support to players across multiple communication channels. We are looking for a responsible, detail-oriented, and customer-focused professional who can handle different types of player requests, resolve issues efficiently, and stay calm and professional even in complex or sensitive situations.
 

📅 Your daily adventures include:

• Handle player inquiries via Live Chat, Helpdesk, email, and other approved communication channels;
• Verify players and review relevant account, transaction, and communication history;
• Categorize and prioritize inquiries according to established procedures;
• Resolve standard player inquiries independently within your area of responsibility;
• Provide accurate information regarding account access, deposits, withdrawals, KYC, bonuses, Free Bets, games, geographical restrictions, and technical issues;
• Perform basic troubleshooting before escalating payment, website, account, or game-related issues;
• Handle standard VIP inquiries and escalate exceptional cases, compensation requests, and high-risk disputes to the VIP team;
• Identify Responsible Gambling concerns, suspicious or unauthorized activity, possible account compromise, and other critical cases;
• Apply account restrictions or other actions when authorized by established procedures;
• Prepare clear and complete escalations with all relevant information, completed checks, and required actions;
• Keep players informed and maintain communication until the case is resolved or taken over by the responsible team;
• Accurately document actions taken and prepare shift handovers for unresolved, high-priority, and critical cases;
• Protect players’ personal, financial, and account information;
• Follow approved procedures and communication templates without providing unconfirmed information or making promises on behalf of other teams;
• Report recurring issues, system errors, and knowledge gaps to the Customer Support Team Lead;
• Participate in training, quality reviews, and coaching sessions.

🧭 What makes you a great match:

• Previous experience in Customer Support, preferably within iGaming, fintech, payments, or another high-volume digital environment;
• English proficiency at B1-B2 level;
• Strong written communication and customer service skills;
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and Responsible Gambling;
• Ability to follow procedures, decision trees, and escalation rules;
• Strong attention to detail and ability to handle several conversations simultaneously;
• Ability to remain calm, professional, and solution-oriented when dealing with complaints and sensitive cases;
• High level of responsibility, discipline, and ownership;
• Willingness to work 12-hour day and night shifts, including weekends and public holidays.

💸 Flexible payment options: choose the method that works best for you;
🎁 Financial perks: Bonuses for holidays, B-day, work milestones and more - just to show we care;
📈 Learn & grow: We cover courses and certifications — and offer real opportunities to grow your career with us;
🥐 Benefit Сafeteria: Choose what suits you — sports, language courses, therapy sessions, and more;
🎉 Stay connected: From team-building events to industry conferences — we bring people together online, offline, and on stage;
💻 Modern Equipment: We provide new laptops along with essential peripherals like monitors and headphones for a comfortable workflow;

We are looking for a Junior Technical Support Engineer to join our team, develop technical skills, troubleshoot real-world issues, and grow professionally alongside experienced specialists.
 

Requirements:

- At least 6 months of experience in Technical Support, IT Support, or a similar technical role;

- Practical understanding of Windows and/or Linux installation and configuration;

- Basic knowledge of firewall configuration, web server concepts (IIS), TCP/IP, and other network protocols;

- Understanding of deployment processes and the Software Development Life Cycle (SDLC);

- Experience with technical troubleshooting, issue investigation, and problem-solving;

- Analytical thinking and attention to detail;

- Strong written and verbal English communication skills;

- Ability to prioritize tasks, work independently, and take a proactive approach;

- Good communication skills and the ability to remain calm under pressure;

 - Willingness to learn and continuously improve technical expertise.
 

Responsibilities:

- Monitor application error messages and investigate issues on a daily basis;

- Perform monthly monitoring activities and system health checks;

- Install, update, and maintain system environments;

- Process initial Service Change Requests and escalate them to the appropriate support level when necessary;

- Troubleshoot incidents related to software configuration, system functionality, and installations;

- Investigate assigned service requests, identify root causes, and document Root Cause Analysis (RCA) findings;

- Provide regular updates on assigned incidents and service requests;

- Collaborate with team members to ensure timely issue resolution and stable system performance.
 

Would Be a Plus:

- Understanding of Agile methodologies, particularly Scrum;

- Experience with ticketing systems and technical documentation;

- Basic task planning and prioritization skills;

- Strong organizational skills, self-discipline, and time management;

- A detail-oriented and results-driven approach.
 

What We Offer:

- Work format: remote or office (if you wish);

- Work schedule: Monday to Friday, 10:00–19:00;

- Practical experience working with internal projects and real technical tasks;

- Collaboration with experienced professionals who are willing to share their knowledge and expertise;

- Opportunities for professional development and career growth within HYS Enterprise;

- No time trackers or unnecessary bureaucracy;

- Gifts for birthdays and professional holidays;

- Participation in internal and external company events.

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 :)