Jobs Customer/Technical Support

About Us
We’re a fast-growing startup operating at the intersection of CS2 skin gambling and online casino entertainment. Our brand blends gaming culture, high-stakes excitement, and cutting-edge technology into a seamless platform where users can wager, win, and trade with ease.
As we build the next generation of skin-based entertainment, our community remains at the core of everything we do. We’re now looking for a Customer Support Specialist who will help us deliver an exceptional user experience, support players across multiple markets, and ensure our platform remains trustworthy, engaging, and responsive. 

Job Summary
As our Customer Support Specialist, you will be the first point of contact for our users, representing the voice and face of our platform. Your role goes far beyond simply answering inquiries — you will focus on fully resolving user issues, building trust, and ensuring every interaction ends with a satisfied customer, even if they begin frustrated or doubtful.

Required Qualifications

• English: Level B2 (Upper-Intermediate) or higher. Excellent written grammar is a must.
• Experience: 1+ year in Customer Support (experience in GameDev, Crypto, or Fintech is a huge plus).
• Soft Skills: High stress resistance, empathy, and the ability to "read between the lines."
• Tech Skills: You understand how browsers work, what cache/cookies are, and can explain it to a grandmother.
   

Key Responsibilities

• User Support: Handling incoming inquiries via chat and ticketing systems (crisp.chat/discord) in English, Russian, and Ukrainian. 
• Technical Troubleshooting: Primary diagnosis of issues (deposit errors, login problems, withdrawal delays).
• Analysis & Escalation: Identifying mass issues and quickly relaying information to the technical team.
• Knowledge Base: Updating internal instructions and Help Center articles.
   

Recruitment Process

1. Application Review (1-2 weeks).
   If you have not received a response from the recruiter, your experience is irrelevant to this vacancy.
2. Interview Stages (2-3 weeks).
   1. Prescreen Call with Recruiter - 30 min.
   2. Technical Interview - 1 hour.
   3. Test Assignment.
   4. Final Interview - 30 min. 
3. Job Offer
4. Referrals: Employment and Background Check

We Offer

• Competitive compensation package (depends on your experience and skills).
• Fully remote work with flexible hours (within the CET/EET time zone) from any location of your choice.
• 29 business days of vacation and paid sick leave.
• Corporate equipment (laptops, monitors, etc.).
• Operating in a start-up environment with cutting-edge technologies and unlimited investments in software upgrades, free from legacy systems or outdated solutions.
• Values-driven culture with a friendly and supportive work environment.
• Matrix organizational structure designed to streamline communication, remove barriers, and promote efficiency.
   

We’re not looking for someone to just “join the team” - we’re looking for someone ready to shape the product, lead meaningful growth, and make an impact from day one.

If that sounds like you - send over your CV, and let’s talk!

Emerise Group is a dynamic, product-driven company operating in the iGaming industry, focused on building high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We currently have an opening for Lead of Customer Care. This is a high-impact role, where you’ll own the strategy and development of customer support and success, directly influencing client satisfaction, retention, and LTV. Your initiatives will have a direct impact on revenue growth.
 

Requirements:

• Experience: 2+ years in customer success, account management, or related roles; at least 2 years in a leadership position.
• Industry Knowledge: Proven experience in online gambling, iGaming, or other regulated industries.
• Customer Success Expertise: Demonstrated track record in developing and implementing customer success strategies, onboarding programs, and retention initiatives.
• Leadership Skills: Experience building, managing, and motivating high-performance teams.
• Analytical Skills: Ability to analyze customer data, identify trends, and implement improvements based on insights.
• KPIs & Metrics: Hands-on experience with CSAT, NPS, CLV, churn rate, and other key customer success metrics.
• Collaboration: Proven ability to work effectively with product, tech, and compliance teams to deliver customer-focused improvements.
• Communication: Excellent verbal and written communication skills; ability to manage relationships with key and VIP customers.
• Regulatory Compliance: Understanding of gambling regulations and responsible gaming principles.
• Tools & Platforms: BackOffice SoftSwiss (preferred), Chat providers: LiveChat / HelpDesk, Jira.
• Language: English at B2/C1 level (both written and spoken).
    

Expected Duties / Responsibilities:

• Develop and implement a customer success strategy.
• Build and lead a customer success team to provide world-class support and ensure high customer satisfaction and retention.
• Coordinating a team of 9 specialists across Support and RFPD (Anti-Fraud) departments.
• Establish and track key performance indicators (KPIs) for customer success, including customer satisfaction (CSAT), Net Promoter Score (NPS).
• Create and manage customer onboarding programs to ensure seamless integration.
• Collaborate with product and tech teams to relay customer feedback and drive continuous improvement.
• Act as the main point of contact for high-value customers, addressing concerns and identifying growth opportunities.
• Develop and execute customer engagement strategies to increase customer lifetime value.
• Ensure compliance with gambling regulations and responsible gaming practices in all customer interactions.
• Analyze customer data to identify patterns, trends, and potential issues, proactively addressing them to improve the customer experience.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to scale customer success and support: you will take ownership of the entire customer experience and support strategy, driving team performance, customer satisfaction, retention, and lifetime value, with a direct impact on overall revenue growth.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

We are looking for an IT Support Engineer!

Requirements:
- Experience in a similar position for 2 years;
- Experience with MDM solutions;
- Understanding of network technologies (TCP/IP, DHCP, DNS, VPN);
- Experience with OS (macOS, Windows at administrator level, Linux at basic level);
- Basic experience with Google Workspace or Microsoft365;
- Experience with ticket system and wiki;
- Experience with deployment tools;
- Installation, configuration, and troubleshooting software;
- Experience with modular repair;
- Experience with inventory systems;
- English B1

Responsibilities:

- Setup and support of office corporate network;
- Maintenance of office computers and office equipment;
- Asset management;
- Providing technical support to the company's employees, including remote ones;
- Managing MDM, credentials, group policies, and access rights

Our benefits to you:
🍀 An exciting and challenging job in a fast-growing business group, with the opportunity to be part of a multicultural team of top professionals in Development, Architecture, Management, Operations, Marketing, Legal, Finance, and more
🤝🏻 Great working atmosphere with passionate experts and leaders, sharing a friendly culture and a success-driven mindset, is guaranteed
🧑🏻‍💻 Modern corporate equipment based on macOS or Windows, and additional equipment is provided
🏖️ Paid vacations, sick leave, personal event days, days off
💵 Referral program — enjoy cooperation with your colleagues and get a bonus
📚 Educational programs: regular internal training sessions, compensation for external education, attendance at specialized global conferences
🎯 Rewards program for mentoring and coaching colleagues
✈️ In-house Travel Service
🦄 Multiple internal activities: online platform for employees with quests, gamification, presents and news, clubs for movie/book/pets lovers, and more
🎳 Other benefits could be added based on your location

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 :)

Join Our Customer Operations Team! Only Ukrainian citizens currently residing in Ukraine!

We’re looking for people who are fast, focused, competitive, and disciplined.

We’re looking for people who are fast, focused, competitive, and disciplined.

Skills that are ideal for our work:

• speed
• focus
• pattern recognition
• consistency

• performance under pressure

   

This is a full-time, written Customer Operations role supporting Western / German companies, where your output is clearly measured and your results speak for themselves.

If you like measurable goals, improving your «stats,» and mastering systems - you’ll feel at home here.

What You’ll Do

1. Customer Operations (Written Support)

• Handle written customer support requests (questions about returns, shipping, refunds, and assistance with customer accounts)
• Work fast, accurately, and consistently
• Follow clear processes and instructions

• Resolve repetitive tasks efficiently - and get better at them over time

   

2. Performance & Focus

• Work in a results-driven environment with clear targets
• Stay focused for long periods without losing quality
• Treat your workday like a performance session - output matters

• Continuously optimize how you work to become faster and better

   

3. Quality & English Writing

• Write clear, professional responses in strong English
• Follow tone-of-voice and guidelines precisely

• Maintain quality even at high speed

   

We Want People Who

• ⚡ Are extremely fast on a computer
• 🏆 Enjoy competition and measurable goals
• 🧠 Can stay focused for long periods
• 🔁 Aren’t scared of repetitive tasks - you master them
• ✍️ Have very strong written English

• ⏱️ Are ready to work at least 40 hours per week

   

Your First Month (Onboarding Targets)

Transparency matters. These are your onboarding targets - designed to help you ramp up steadily:

• Week 1: ~50 closed tickets
• Week 2: ~100 closed tickets
• Week 3: ~150 closed tickets

• Week 4: ~188 closed tickets

   

The goal is progress, not perfection. Speed ​​and confidence will come as you learn the tools, workflows, and patterns.

You won’t be on your own:

• You’ll have daily support from a buddy (who's already hitting those targets)
• Your team lead will check in regularly and help remove blockers
• Questions are expected - especially in the first weeks

If you’re improving week over week, you’re on track!

What You Get

• 💰 Salary: €750 / month for the first month (with a performance-based review afterwards)
• 🏠 Fully remote work
• ⏳ Flexible working hours - plan your own schedule
• 🤝Fully paid vacation and sick leave
• 🤝 No micromanagement - results matter, not excuses
• 🚀 A real career in Customer Operations
• 📈 Fast growth for high performers

• 🌍 Experience working with Western / German companies

   

Sound like you? Then apply now!

VIP Support Manager — LATAM 

We are looking for a VIP Support Manager to join our growing online casino team and provide a premium level of service to our VIP players across the LATAM market.

You will be responsible for building strong relationships with high-value players, ensuring a smooth and personalized experience, and working closely with the CRM, Payments and Support teams.

Your responsibilities:

• Provide personalized support to VIP players via chat, Telegram and other communication channels

• Build and maintain long-term relationships with VIP customers

• Handle VIP players' requests quickly, professionally and with a high level of confidentiality

• Assist with deposits, withdrawals, account-related questions and other player requests

• Monitor VIP players' activity and proactively identify their needs

• Work closely with CRM, Payments, Fraud/Risk and Customer Support teams to resolve issues efficiently

• Coordinate individual offers, bonuses and other VIP benefits together with the CRM team

• Maintain accurate information about VIP players and communication history in the CRM

• Collect player feedback and communicate key insights to relevant departments

• Help improve VIP service processes and customer experience

• Identify potential issues that may affect player satisfaction and escalate them when necessary

• Follow responsible gaming, AML/KYC and internal compliance procedures

Requirements:

• Previous experience in VIP Support, Customer Support, Account Management or Retention in iGaming / online casino

• Experience working with LATAM players will be a strong advantage

• Fluent Spanish is required; English will be a plus

• Strong communication and interpersonal skills

• Ability to communicate with high-value customers in a friendly, professional and discreet manner

• Customer-oriented mindset and strong attention to detail

• Ability to multitask and work in a fast-paced environment

• Good understanding of casino products, payments and common player issues

• Experience with CRM systems and support tools

• Ability to work independently and take ownership of VIP cases

• Availability to work according to a flexible schedule / shifts

Customer Support Specialist —  (Temporary, 3 months)
 

📍 Remote · ✉️ Email support · 🕒 3-month contract (October–December)
 

About the project

 It helps users enhance, retouch, and creatively edit their photos with easy tools — image enhancement, portrait editing, sky replacement, object removal, presets, layers, and generative AI features. it works as a standalone app and also integrates with Adobe Lightroom, Photoshop, and Apple Photos.
 

We're looking for a Customer Support Specialist to join the team supporting customers by email during a temporary 3-month engagement (October, November, December).
 

What you'll do
 

• Provide customer support via email
• Resolve customer complaints, requests, and technical or billing questions
• Assist with licenses, activations, promotions, sales, returns, and refunds
• Identify customer needs and recommend the right solutions
• Explain product benefits and help turn potential customers into paying customers
• Meet the team's service level agreements and customer service standards
   

Requirements

• Strong written English — clear, polite, and professional communication
• Customer-oriented mindset, comfortable handling complaints and challenging conversations
• Good problem-solving and analytical skills to identify needs and provide relevant solutions
• Ability to handle technical, billing, licensing, activation, promotion, return, and refund requests
• Basic technical aptitude and willingness to learn the product, support procedures, and internal tools
• Ability to manage multiple customer requests accurately while meeting SLAs
   

Nice to have

• Previous customer support experience (chat, email, or ticketing systems)
• Experience supporting SaaS, software, e-commerce, or other digital products
• Familiarity with CRM, help desk, or customer support platforms
• Experience with sales, retention, or explaining product benefits to potential customers
   

Working conditions

• Temporary position, 3 months (October–December)
• Email support only, standard hours 08:00–17:00 + 1 hour unpaid break

• $800/month, paid hourly (174 hours/month ≈ $4.6/hour)

   

About the Company

Turning marketing into a market-domination weapon, we created a new category — the marketplace for future customers. Businesses shop for leads as they shop for products in e-commerce: full transparency, control, and predictable outcomes. We are the #1 lead marketplace in the USA, and we are accelerating.

Role Overview

We are looking for an Outbound Calling Officer to proactively contact property owners, buyers, sellers, investors, landlords, and tenants, and turn those conversations into qualified opportunities.

This role is not about "making calls." It is about disciplined outbound prospecting, sharp qualification, accurate CRM documentation, and timely follow-up — at high volume, without losing quality. The core performance standard is a minimum of 300 outbound call attempts per working day.

Requirements

• High school / intermediate qualification, bachelor's degree, or equivalent education
• 2-3 years of experience in outbound calling, telesales, telemarketing, customer service, lead generation, or appointment setting
• Neutral US accent and confident, professional phone communication with US-based leads
• Experience in real estate, property acquisition, brokerage, mortgage, or investor lead generation is highly desirable
• Excellent verbal communication, active listening, questioning, and objection-handling skills
• Comfort working with CRM systems, dialers, spreadsheets, and productivity tools
• Ability to sustain high-volume outbound activity in a target-driven environment while maintaining accuracy and professionalism

What You'll Be Doing

Outbound prospecting & lead generation

• Make a minimum of 300 outbound call attempts per working day using the company-approved dialer, CRM, and lead lists
• Contact prospective buyers, sellers, property owners, investors, landlords, tenants, and other assigned real estate leads
• Use approved scripts and talk tracks while keeping a natural, professional, consultative conversation style
• Present the company and its services accurately, identify interest, and establish the appropriate next step
• Generate qualified opportunities and transfer or assign them to the relevant Representative
• Schedule property discussions and callbacks in line with campaign requirements

Lead qualification

• Ask structured discovery questions to determine property ownership, location, property type, transaction objective, motivation, timeline, and decision-making authority
• Capture pricing expectations, property condition, financing status, and preferred communication method where relevant
• Distinguish qualified, nurture, callback, disqualified, and do-not-contact outcomes per the approved qualification framework
• Escalate high-intent or time-sensitive opportunities promptly

CRM, follow-up & data management

• Disposition 100% of completed call attempts and record accurate notes for meaningful conversations
• Update contact, property, qualification, callback, and appointment information immediately after each interaction
• Complete scheduled callbacks and follow-ups within the committed timeframe
• Maintain confidentiality and protect customer, property, and company information

Communication & compliance

• Communicate clearly and confidently, including when handling rejection, objections, or difficult conversations
• Use approved objection-handling techniques without misleading, exaggerated, or unverified representations
• Observe company policies, consent requirements, do-not-contact procedures, data privacy controls, and telemarketing rules for the relevant market
• Participate in coaching, call calibration, quality reviews, and product training, and apply feedback consistently

How Performance Is Measured

Performance is assessed through a balanced combination of activity, quality, conversion, data discipline, and schedule compliance.

• Daily outbound call attempts — minimum 300 per working day (30%)
• Qualified leads generated — campaign target set by management (20%)
• Quality Assurance score — 95% or above (15%)
• CRM documentation accuracy — 95% or above (15%)
• Schedule adherence & attendance — 95% or above (10%)

Volume benchmarks: 300+ calls per day, 1,500+ per week, approximately 6,000-6,600 per month.

Quality safeguard: the numerical dialing target does not, by itself, constitute satisfactory performance. Repeatedly abandoned, duplicated, improperly dispositioned, deliberately shortened, or otherwise non-compliant calls may be excluded from productive activity and may negatively affect performance evaluation.

This is not for you if

• You treat the dial count as the goal instead of qualified opportunities
• You cannot stay composed and productive through rejection and unanswered calls
• You skip dispositions, notes, or scheduled callbacks
• You need detailed instructions instead of taking ownership of your leads and follow-ups
• You are not comfortable with a consistent 300-call daily standard

What We Expect From You (First 3 Months)

Week 1: Complete systems, script, compliance, objection-handling, and CRM training; demonstrate accurate call dispositions and supervised call readiness.

Weeks 2-4: Progress toward the 300-call daily standard while maintaining coaching responsiveness, data accuracy, and minimum quality requirements.

Day 30: Consistent activity, lead quality, QA results, CRM discipline, attendance, and measurable progress against campaign targets.

Day 60: Sustained performance, improved conversion effectiveness, reliable follow-up execution, and acceptable schedule adherence.

Day 90 (the bar): Successful completion of probation based on overall weighted KPI performance, conduct, attendance, and compliance with company standards.

Core Competencies

• Communication — clear, confident, respectful, and persuasive telephone communication
• Resilience — maintains composure and productivity despite rejection and objections
• Accountability — owns assigned leads, follow-ups, data accuracy, and performance commitments
• Attention to detail — records factual, complete, and usable CRM notes and dispositions
• Coachability — receives feedback constructively and demonstrates measurable improvement
• Integrity — represents company services accurately and complies with approved procedures
• Time management — balances dialing volume, conversations, documentation, callbacks, and handoffs
• Team collaboration — coordinates effectively with Sales, Acquisition, QA, and management teams

Working Conditions

• Target-driven role requiring sustained telephone and computer usage throughout the working day
• Working hours aligned with the targeted US market, and may include evening/night rotational shifts where operationally required
• Calls will be monitored or recorded for quality assurance, training, compliance, and performance management in accordance with applicable policy and law
• Performance targets may be adjusted where there are documented operational constraints such as insufficient lead inventory, system downtime, or approved training

What We Offer

• Direct impact on pipeline and revenue from day one
• Remote-first, flexible work environment
• Competitive compensation
• 3 weeks paid vacation + 5 paid sick days
• Access to learning resources
• AI-driven workflows and tooling
• Fast-moving, execution-focused team

Join us - a global leader in marketing solutions on platforms like Facebook and Google!

We offer a flexible schedule that includes remote evening, daytime, and weekend shifts.

Allowing you to keep things fresh and varied. 

Requirements:

• 2+ Years Prior experience in customer support, preferably in the affiliate marketing field.
• Experience in affiliate marketing or previous experience with ad launches will be a great advantage.
• B2 English level or above, both written and verbal.
• Strong communication skills and a genuine commitment to delivering outstanding service.

• Proven ability to take initiative and resolve issues independently.

   

Responsibilities:

• Deliver and manage ad accounts, handling appeals, monitor status and spend, handle ID reviews
• Provide prompt, effective support aligned with company standards via chat, occasional video calls when needed
•  Onboard new clients, walk them through the service, set expectations, build trust from day one
• Resolve account issues, bans, unlocks, proxy errors and keep clients in the loop throughout
• Identify upsell and cross-sell opportunities, support retention of existing clients
• Track patterns in account performance and client behavior; flag insights that can improve the product or process

•  Work closely with other departments

   

We Offer:

🌍 Remote work from anywhere 🌴 Unlimited paid vacation days

⏱ Evening, daytime, and weekend shifts. 🤒 10 paid sick days 🗣 English classes 📚 Take part in conferences worldwide

We are currently seeking a qualified and experienced Technical support (night) engineer to join our team.

Preferred skills:

 - Working experience in gambling support/tech support teams;
 - Working experience with RMG projects.

Must have skills:

 - Strong user of Jira Software/Jira service management/Any desk/ Google workspace, etc.
 - English level: Upper-Intermediate;
 - Strong verbal and corporate communication skills;
 - Understanding of the software lifecycle;
 - Ability to learn quickly and work as a part of a team;
 - A challenging and inquiring mind;
 - Attention to detail and tenacity;
 - Quick logical thinking;
 - Sociability, communicability;

Responsibilities:

 - Monitoring of high-priority services,
 - Testing: performance and the new functionality used;
 - Diagnostics and solution of user problems when working with the software used;
 - Prioritizing user requests;
 - Providing individual solutions for customers based on their business needs.

 - Working hours from 21:00 to 9:00 (2/2)

Requirements
• Possess perfect communication skills
•  6+ months of customer support experience
• High emotional intelligence, empathy and patience when dealing with customers
• Can and enjoy explaining processes step by step and guiding customers
• Written and spoken English (minimum B2)
• Previous experience in customer service in the gaming or iGaming industry (preferred)
• Flexible and adaptable
• Disciplined with a strong work ethic
• Ability to multi-task
• Stress-resistant
 

Responsibilities:

• Identify user needs, understand their preferences and guide them toward the most suitable offers or features.

• Demonstrate a comprehensive understanding of the company's products and services, effectively presenting them to customers and highlighting their benefits.

• Address customer objections calmly and persuasively, providing clear and convincing explanations to overcome concerns and secure sales.

• Follow up with clients to ensure issues are resolved and promotions are correctly activated or used.

• Consistently hit and exceed service KPIs – including contact rate, conversion rate, and customer satisfaction.

General terms and conditions:

• 15 working days of paid vacation in a year;

• 12 working days of paid sick leave in a year;
• 2/2/2/2 schedule (2 day shifts from 8:00 AM to 8:00 PM, 2 days off, 2 night shifts from 8:00 PM to 8:00 AM, 2 days off, and so on)

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

About the Client

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

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

About the Role

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

Requirements

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

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

   

Key Responsibilities

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

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

About the Client

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

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

About the Role

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

Requirements

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

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

   

Key Responsibilities

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

Company: A fast-growing Ukrainian company operating two international brands

Location: Remote

Type: Full-time. Evening and Night Shifts.

Language: English (external communication), Ukrainian (internal communication)

About Us

We are a fast-growing Ukrainian company operating two international brands: one specializing in full-service short-term rental property management (Airbnb and vacation rentals across Canada, the USA, and Dubai) and one operating in the health and wellness space, helping adults look and feel their best through evidence-based treatments delivered by licensed providers.

Together, our two brands are growing fast, and we're hiring a Chat Manager / Concierge Service Manager to join our remote support team. In this role, you'll manage guest communication for our short-term rental brand and client communication for our health and wellness brand, giving you exposure to two very different industries.

Responsibilities

• Respond to guest inquiries and messages for our short-term rental brand on platforms like Airbnb and VRBO
• Respond to client inquiries and messages for our health and wellness brand across chat, email, and other support channels
• Handle guest and client requests, concerns, and questions in a timely, polite, and professional manner
• Coordinate check-ins, check-outs, and special requests with internal operations staff
• Support health and wellness clients with general inquiries and appointment/consultation scheduling, routing any clinical questions to the appropriate licensed provider (no medical advice is given by this role)
• Manage guest and client communication during evening and night shifts
• Ensure high standards of hospitality and customer/client satisfaction across both brands

Requirements

• English: Intermediate to Upper-Intermediate (written and spoken)
• Strong writing skills with a polite, clear, and professional tone
• Experience in customer support or hospitality is a plus
• Comfortable communicating with two different types of customers (short-term rental guests and health & wellness clients)
• Ability to multitask and manage multiple chats
• Stable internet connection
• Responsible and responsive during assigned shifts

What We Offer

• Long-term remote position with a growing international company operating two brands
• Evening and night shift availability
• Supportive team and clear communication processes
• Valuable experience across the hospitality/property tech and health & wellness industries
• Monthly salary tied to the US dollar

Position Summary: 

The Retailer Support Representative is responsible for providing comprehensive technical and operational support to retailer partners across multiple client programs. This role requires flexibility and adaptability as agents support various customer accounts and may be assigned to new client programs as the company grows.

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: 1 pm ET-10 pm ET