Jobs Customer Support

WHO WE ARE 💫

Hi, we’re BetCare.

We are an outsourcing company specializing in multilingual customer support services within the iGaming industry. We provide comprehensive customer care solutions with a strong focus on sales performance, player 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 looking for a Customer Service Agent with at least Upper-Intermediate level of English language to join our international team and add more diversity into the mix.

In this role your main aim will be to make the customers happy by providing live chat support, addressing their inquiries promptly and effectively, troubleshooting issues, and ensuring a positive customer experience.

We don't care about your background - you are yours, as they say - though this position has its requirements and ground rules: you have to be a personable and reliable team player with a customer service mindset, ability to multitask and think on your feet whilst calmly handling customer queries with a smile.

We value: respect, transparency, commitment, responsibility, attention to detail, fun.?

We despise: dishonesty in any form, exaggerated snobbism, unprofessional work ethics.

MAIN RESPONSIBILITIES 🦾

• To acquire some technical and end-user understanding of our products so you can respond to customers quickly and accurately (don't worry, we will provide the training).
• To report on common issues and flag anything urgent.
• To approach customers proactively about select promotions.
• To support with some translations as our "go-to" native speaker.

A FEW MUSTS ❗

• Fluent English - at least Upper-Intermediate (B2), both written and spoken. 
• Have at least 6 months of experience in customer support or in a role involving ongoing written communication in English in chat support.
• Demonstrate strong communication skills and confidently handle customer inquiries and complaints in a polite, professional, and timely manner.
• Show attentiveness, persistence, and a strong client-oriented mindset.
• Adapt quickly to changes, maintain a strong work ethic, and thrive in a fast-paced, dynamic environment.
• Be interested in learning about iGaming and increasing your tech knowledge.
• Be ready to work different shifts: our Customer Support Department operates 24/7 (three shifts — morning 7:00—15:00, day 15:00—23:00, and night 23:00—7:00 UA time). Be prepared to have three night shifts per week (out of five working days).

WHAT WE OFFER 💎

• Remote work format — the ability to attend the office in case you are Lviv-based, in the city center (which is absolutely pet-friendly 🐶).
• Extensive training program, which will help you to learn a new field and best practices. (It is fully paid after successful completion).
• Diverse paid times off.
• Presents and bonuses from the company.

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

In this role, you will be responsible for overseeing and addressing all customers’ needs by providing accurate, professional pre- and post-sale service, ensuring customer satisfaction, and ensuring customers’ best use of company’s platform and products.
 

Responsibilities

• Build and maintain strong, long-lasting customer relationships by constantly identifying opportunities to improve the customer success experience.
• Increase the retention and growth of company’s most valuable customers; identify business opportunities with customers to improve retention, ensure renewals, and product enhancement upsell
• Represent the voice of the customer by providing feedback and insights through high-touch relationships across core products, services, and processes.
• Be a trusted partner for the customer on the use-case and product functionality, educate customers on the features of our products and services
• Collaborate closely with internal stakeholders to support customers’ needs and to resolve issues
• Generate new business using existing and potential customer networks to identify new
   

Requirements

• 2+ years of customer success or account management experience - Must
• Experience working for an international SaaS/Web/Tech company - Must
• Basic technical skills with VoIP Service, SIP trunks, Dialing platform - Big advantage
• Excellent verbal and written communication skills.
• Fluent in spoken and written English; other languages are a plus!
• Driven, self-motivated, enthusiastic, and with a bias for action.
• Strong analytical skills, with the ability to translate data into insights
   

Benefits

• Great career growth opportunity to develop within the Company
• Learning culture- We invest greatly in learning and developing professional and personal skills
• Working in a truly international team on truly international and multi-regional projects
• Private health insurance with dependent
• Hybrid work set-up

🔥 Vacancy: Technical Support Specialist

📍 Where? Office in Kyiv (5/2)
⏰ Schedule: 10.00 - 19.00
💰 Salary: $900

Who are we?

We are a tech company developing an innovative product. We're looking for motivated people with no prior experience — we'll teach you everything you need to know!

Why join us?

💰 $900 salary
👔 Office in the city center with a great atmosphere
🎯 Clear career path for beginners

What will you do?

🔹 Consult clients via chat
🔹 Analyze simple technical issues
🔹 Handle basic support requests
🔹 Test functionality

We're looking for someone who:

✅ Has basic technical skills (even as a hobby)
✅ Learns quickly and enjoys solving problems
✅ Is responsible and a team player

🌟 Key personal qualities we value:

🧠 Stress resilience
✔ Ability to stay calm and focused during stressful situations (e.g., system failures or dealing with dissatisfied customers)
✔ Capability to effectively prioritize tasks under pressure
✔ Skill in turning challenges into valuable experience instead of stress

💬 Communication and teamwork
✔ Clear explanations: Able to explain technical concepts in simple terms to non-technical users
✔ Active listening: Good at asking the right questions to pinpoint issues
✔ Team spirit: Willing to collaborate with developers, QA, and other departments to resolve problems quickly

🌟 Team atmosphere

We have a friendly, warm team where everyone feels part of a shared mission. We believe that a positive atmosphere is key to effective work.

What brings us together:
☕ Coffee & sweets – Freshly brewed coffee, tea, and tasty snacks always available to recharge during the day
🍕 Happy Friday – Every Friday the company orders a delicious lunch from a favorite restaurant, and we eat together, sharing stories and laughs
🎉 Team buildings & corporate events – We regularly organize events: from quests and board games to outdoor retreats
💬 Open communication – Everyone is welcome to share ideas, speak up, or simply chat over a cup of coffee

We’re not just colleagues — we’re a team that supports each other and achieves goals together. Join us if you’re looking to work in a cozy and inspiring environment! 😊

As a VIP Customer Support Specialist, you will be responsible for managing and nurturing relationships with our high-value clients. Your goal will be to ensure a premium customer experience by providing personalized, efficient, and solution-driven support. You will work closely with internal teams to address client needs, resolve issues, and contribute to the growth of our VIP program.
Key Responsibilities

• Serve as the primary point of contact for VIP customers, offering personalized support via email, chat, and phone.
• Proactively manage and enhance the overall VIP experience by understanding customer preferences, behaviors, and needs.
• Resolve inquiries and issues in a timely and professional manner, ensuring high levels of satisfaction.
• Collaborate with cross-functional teams (Marketing, Product, Payments, etc.) to address client concerns and provide tailored solutions.
• Monitor and analyze VIP activity to identify opportunities for increased engagement and retention.
• Maintain up-to-date knowledge of company products, promotions, and industry trends.
• Assist in the organization and execution of exclusive events and promotions for VIP clients.
• Provide feedback to improve processes, products, and customer experience.

Qualifications

• Experience: Minimum 2+ years in customer support, account management, or a related role, preferably in the iGaming industry.
• Language Skills: Fluent in English (additional languages are a plus).
• Skills:
  • Strong communication and interpersonal abilities.
  • Problem-solving mindset with attention to detail.
  • Ability to work independently while contributing to a team environment.
  • Proficiency in CRM tools and support systems.

We are a fast-growing start-up in the social discovery niche with a premium transactional marketplace that helps users around the globe connect. Our platform has already found its place in the niche by focusing on tech innovations like AI, unconventional approaches to users, and carefully built algorithms.

We are looking for a strong Customer Support Representative who will join and strengthen our team. Our well-coordinated team of 20+ professionals has successful experience in building and scaling products in the adult social discovery space.

What will you do?

The CS role is all about ensuring our users have the best possible experience and keeping our community safe. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

You will also work closely with our Operations, Product, and Development teams to share customer feedback and help improve the product.

What are our goals?

• Maintain high-quality customer service standards

• Support business growth and team scaling

   

You are a match if you:

• Are passionate about high-level customer service and user retention
• Can troubleshoot issues and see them through to resolution
• Are confident handling billing and account-related questions
• Communicate clearly via calls, email, and chat
• Take ownership of customer requests

• Continuously learn and improve your skills

   

What does it take to join us?

• 2+ years of experience as a Customer Support
• Strong experience in fast-paced, high-load support environments
• Advanced/Upper-Intermediate English (written and spoken)
• Proven ability to exceed KPIs and SLAs
• Ability to work with minimal supervision
• Strong multitasking and prioritization skills

• Analytical mindset and proactive problem-solving

   

Strong advantage:

• Experience in social discovery
• Experience with CRM systems (Zendesk, Freshdesk, Intercom, etc.)
• Experience handling billing or technical issues

• Sales or retention background

   

What do we offer?

• Professional growth alongside company growth
• Flexible schedule: 120 hours per month, including 5−6 night shifts. 3/3 schedule: Morning 07:00—15:00, Afternoon 15:00 — 23:00, Night 23:00 — 07:00
• Feedback-driven, open-minded culture
• Fair recognition of strong contributors
• Minimum bureaucracy, maximum independence

• Access to corporate library and professional development resources

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

We’re a fast-growing startup in the social discovery space. Our product is a premium marketplace where people from all over the world connect with each other. We grow quickly because we stay close to our users and build smart, AI-driven solutions for them.

Now we’re looking for a Customer Success Specialist to help our users feel supported, safe, and valued. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

Why You’ll Like Working With Us

• A small but strong team of 20+ people who have already shown proven success in creating high-impact businesses.
• Tasks that go beyond standard support: you’ll work with sensitive cases and partner with Product and Development teams.
• Grow alongside a fast-scaling international company and gain deep expertise in customer success within the social domain.
• Competitive pay, recognition for your work, and a clear path for professional growth.

What You’ll Do

• Build long-term, trust-based relationships with premium, high-value customers.
• Provide empathetic, professional, and tailored support, resolving issues quickly and fairly.
• Handle sensitive escalations, including billing disputes, service concerns, and legal-related cases.
• Track and understand customers' needs to deliver personalized, proactive solutions.
• Manage multiple tasks: from priority tickets and documentation to cross-team collaboration.
• Share insights with Operations, Product, and Development teams to influence product improvements and enhance customer satisfaction.

What We Expect

Must-Haves

• Responsibility: You own the result, not just the process.
• Advanced or Upper-Intermediate English (spoken and written) and fluent Ukrainian.
• Strong communication: empathy, patience, and active listening.
• Experience handling conflicts and sensitive situations.
• Proven experience working with VIP / premium users (high-value customers).
• Attention to detail and ability to manage several tasks at once.
• Readiness to work night shifts and adapt to rotating schedules

Nice-to-Haves

• 2+ years in Customer Success, Account Management, or VIP Support.
• Experience with Freshdesk or similar tools.
• Background in payments, disputes, or legal cases.
• Skills in reducing churn and building customer loyalty.

What You Get

• Competitive salary with growth potential.
• Flexible schedule: 120 hours per month, including 5−6 night shifts. 3/3 schedule: Morning 07:00 - 15:00, Afternoon 15:00 - 23:00, Night 23:00 - 07:00.
• Opportunities to learn: access to our library, mentorship, and regular feedback.
• Startup vibe: less bureaucracy, more freedom, direct impact.

• Recognition and rewards for great results.

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

We’re a fast-growing startup in the social discovery space. Our product is a premium marketplace where people from all over the world connect with each other. We grow quickly because we stay close to our users and build smart, AI-driven solutions for them.

Now we’re looking for a Customer Success Specialist to help our users feel supported, safe, and valued. You will communicate with customers through calls, email, and live chat, helping them resolve issues quickly and professionally.

Why You’ll Like Working With Us

• A small but strong team of 20+ people who have already shown proven success in creating high-impact businesses.
• Tasks that go beyond standard support: you’ll work with sensitive cases and partner with Product and Development teams.
• Grow alongside a fast-scaling international company and gain deep expertise in customer success within the social domain.
• Competitive pay, recognition for your work, and a clear path for professional growth.

What You’ll Do

• Build long-term, trust-based relationships with premium, high-value customers.
• Provide empathetic, professional, and tailored support, resolving issues quickly and fairly.
• Handle sensitive escalations, including billing disputes, service concerns, and legal-related cases.
• Track and understand customers' needs to deliver personalized, proactive solutions.
• Manage multiple tasks: from priority tickets and documentation to cross-team collaboration.
• Share insights with Operations, Product, and Development teams to influence product improvements and enhance customer satisfaction.

What We Expect

Must-Haves

• Responsibility: You own the result, not just the process.
• Advanced or Upper-Intermediate English (spoken and written) and fluent Ukrainian.
• Strong communication: empathy, patience, and active listening.
• Experience handling conflicts and sensitive situations.
• Proven experience working with VIP / premium users (high-value customers).
• Attention to detail and ability to manage several tasks at once.
• Readiness to work night shifts and adapt to rotating schedules

Nice-to-Haves

• 2+ years in Customer Success, Account Management, or VIP Support.
• Experience with Freshdesk or similar tools.
• Background in payments, disputes, or legal cases.
• Skills in reducing churn and building customer loyalty.

What You Get

• Competitive salary with growth potential.
• Night shift schedule only:
  • 23:00 – 07:00
  • Flexible rotation: 2/2 or 3/3 (by agreement)
• Opportunities to learn: access to our library, mentorship, and regular feedback.
• English learning compensation (courses, speaking clubs, or other formats).
• Startup vibe: less bureaucracy, more freedom, direct impact.

• Recognition and rewards for great results.

   

How We Hire

1. HR interview
2. Test task
3. Interview with Head of Support 

Aweb is an internet marketing agency that has successfully promoted clients' sites since 2006 using search engine optimisation (SEO) and contextual advertising (PPC). We help clients see how effective Internet marketing can benefit and help their businesses grow.

We invite a client success manager with experience in digital marketing to join our team.

Main Tasks:

• communicate with clients, build long-term trust relations;
• analyse customer needs;
• solve development tasks most optimally;
• coordinate the work of a team of technical specialists;
• control the project execution terms.

Requirements:

• mandatory expertise in communication, conducting complex negotiations with clients;
• the ability to quickly find answers to any questions;
• the ability to understand the client's needs, the ability to correctly transform his wishes into tasks;
• notable analytical abilities;
• the ability to accurately and clearly formulate thoughts - orally and on paper;
• multitasking, ability to switch quickly.
• It will be an advantage:
• knowledge of the basics of Internet marketing.

We offer:

• a decent salary;
• official employment;
• the loyal attitude of management;
• remote work.

Our job offer provides:

• an experienced mentor during the trial period;
• the opportunity to develop and realize your potential in interesting projects;
• regular seminars from Google employees, as well as the opportunity to attend Google conferences in Ukraine and abroad;
• participation in internal seminars and exchange of useful information with related departments in an informal setting;
• corporate library and virtual repository of knowledge and experience.
• flexible management, availability to discuss ideas and perspectives;
• efficient team and friendly atmosphere.

By joining our team, you can work with people motivated by success and involved in a common cause.

To get our job offer, you will have to:

• Send a resume with salary expectations;
• Complete a test task;
• Meet with the HRD and Head of Clients Service Department;
• Meet with the Head of Clients Service Department, HRD and CEO;
• Accept our offer)

See you soon!

We are seeking a detail-oriented and reliable individual to join our Disputes Team as a Junior Dispute Resolution Specialist. In this role, you will assist with handling chargebacks and other dispute-related tasks. This entry-level position is ideal for someone looking to gain hands-on experience in a dynamic and supportive environment.

Responsibilities:

• Support the team in processing chargebacks and managing dispute cases.
• Communicate with internal and external stakeholders in English.
• Maintain accurate records of cases and outcomes.
• Learn and apply internal procedures for dispute management.
  
  Job Requirements
• Basic computer skills (ability to use standard software applications).
• Willingness to learn and adapt to new processes.
• Verbal and written communication skills in English, B1-B2 level
• Efficient and strong detail oriented
• Knowledge regarding how CRM works and how is linked with client transactions will be considered as an advantage
• Exceptional time-management and organizational skills
• Ability to work both independently and as a part of a team

What we offer:

Payment will be on crypto currency wallet.

Shifts - Monday - Friday: 
9am - 6pm
10pm - 19am

Vacation - unpaid

Location: Ukraine

Equipment: Yes

Langate is an award-winning provider of web development services in 3 main categories: business, healthcare, and education. At Langate, we're passionate about crafting digital solutions that make a real impact. We take immense pride in our strong collaboration with the U.S.  We're here to shape the future of technology, one milestone at a time. 
In addition to technical expertise, we value excellent communication skills. Collaboration and effective teamwork are the cornerstones of our success, and we believe in fostering an environment where everyone’s voice is heard and valued. 
We are looking for a motivated Account Manager with experience in healthcare billing or revenue cycle management to manage client relationships and ensure our customers get the most value from Approved Admissions. 
This role combines client success, operational coordination, and revenue growth. The Account Manager will work closely with healthcare billing teams, admissions departments, and internal technical teams to resolve issues, support onboarding, and identify opportunities to expand usage of the platform. 
The ideal candidate understands payer workflows, eligibility verification processes, claims and denial management, and healthcare data exchange standards. 

About the project: Approved Admissions is a healthcare technology company focused on simplifying insurance eligibility verification, coverage tracking, and payer communication for healthcare providers. Our platform helps billing teams, admissions staff, and revenue cycle leaders reduce delays, prevent denials, and improve reimbursement accuracy. We work with skilled nursing facilities, billing companies, and healthcare organizations that manage high volumes of patient coverage checks and payer communication. 

Requirements:  

• Account Manager with 2-5 years of experience in medical billing, revenue cycle management, or healthcare operations. 
• The role requires a strong understanding of claims processing, denials, payer workflows, and insurance eligibility verification. 
• The candidate should have experience working with healthcare providers, billing companies, or payer systems.  
• Strong communication and relationship‑building skills are mandatory, as well as the ability to manage multiple client accounts simultaneously.
• Preferred background includes experience with EHR systems, clearinghouses, payer portals, and familiarity with healthcare data exchange standards (HIPAA, X12 270/271, 837, 835).  
• Fluent English, strong soft skills, and a client‑centric mindset are emphasized. 

Responsibilities: 

• The candidate is expected to act as the primary point of contact for assigned client accounts, build long‑term relationships with billing managers and revenue cycle leaders, and ensure high customer satisfaction. 
• Key outcomes include successful onboarding of new clients, effective training of billing and admissions teams, and smooth integration of the platform into client workflows.
• The Account Manager must coordinate with technical and product teams to resolve issues related to eligibility verification, payer responses, and data inconsistencies, ensuring timely resolution and transparent communication.
• Another key result area is account growth: identifying upsell opportunities, introducing new features, and supporting contract renewals. 
• Additionally, the role requires collecting customer feedback, monitoring account health, and sharing operational insights with internal teams. 

Team: 14 people, Project Manager, Product Owner, 5 Developers, 2 QA, Tech writer, Designer, Business Analyst 

Schedule: 5/2, 8-hour working day (40 hr per week), flexible schedule, 13:00-21:00 Kyiv time. 

Hiring process: HR interview + tech specialists + СЕО 

Why Choose Us? What Do We Offer that's Exceptional?    

1. Cutting-Edge Technologies on Real Projects: At Langate, you'll work with the latest technologies on live projects. We're a dynamic, fast-growing company, so you'll find a minimal amount of legacy systems and plenty of opportunities to implement new technologies.
2. Work-Life Balance with Benefits: We value work-life balance and offer paid time off, including vacation days and sick leave. Remote work options and hearty life are part of the package too.    
3. Investment in Your Growth: We're committed to your professional development. You can expect training programs, courses, and opportunities to enhance your English language skills.   
4. Team Building and Unity: We know that a happy team is a productive team. That's why we organize team-building events and group activities to foster strong bonds and a sense of belonging.    

When you choose us, you're choosing a company that values innovation, invests in its employees, and provides a supportive and engaging work environment. Join us in shaping the future of technology!  

Need more information? Welcome! 

Join JustMarkets — a Global CFD Broker — as a Customer Support Specialist, while working closely with our clients to ensure they receive the right products and will have an opportunity to deep dive in the world of investment.

If you want a fast-growing industry, flexible work, and a role where you actually learn — this is it.
Good English, clear communication, and curiosity matter most.

Work from anywhere. Grow with a supportive team. Stay close to investment trends (even if you’re new to them).

What you’ll do

• Support English-speaking customers via chats, emails and callbacks 
• Explain things in a clear and friendly way
• Solve issues using well-documented processes (and team support)
• Keep customer info updated and accurate
• Suggest improvements when you see ways to make things smoother

You’ll be a good fit if

• You have at least some experience in customer-facing roles (support, retail, hospitality, volunteering, tutoring — anything involving communication)
• Your English is around B2 or higher
• You value empathy, patience, and clear communication
• You learn quickly and like understanding how things work
• You’re reliable, organized, and attentive to detail

Nice to have

• Interest in fintech or digital products
• Experience with CRM or ticketing tools

What we offer

• A friendly and supportive team culture
• Structured onboarding and mentoring
• Real growth opportunities
• Medical insurance after probation
• Compensation for courses and language learning
• Gym membership or sports equipment reimbursement
• Paid 10 sick leave shifts and 160 paid vacation hours per year
• Full support with private entrepreneur setup and tax compensation
   

Medier is looking for a detail-oriented and proactive specialist to join our CRM  team. It's the perfect position to start your CRM career. 

On-site in Warsaw or Valencia.

Responsibilities:

• Technical setup and execution of CRM campaigns within internal systems.
• Working with Google Docs and Sheets to organize and track project data.
• Carefully review all task details and components before execution to ensure accuracy.
• Identifying errors and inconsistencies, and collaborating with managers to resolve issues quickly.

• Reviewing translations, spotting mistakes, and refining final copy to ensure high quality.

   

Requirements:

• English level B2 or higher
• Clear and proactive communication skills
• Strong attention to detail and analytical mindset
• Ability to manage multiple tasks efficiently
• Confident user of Google Workspace tools

Reports to: Contact Center Lead

About the Role: We are looking for a communicative, energetic, and customer-oriented Contact Center Operator to join our team. In this role, you will be the voice of our brand — engaging with players, keeping them informed about exciting new offers, and helping them resolve payment issues.

Working closely with our Contact Center Lead, you will ensure every player feels valued and supported. If you have fluent English, love talking to people, and want to grow in a dynamic, fast-paced environment — we would love to meet you!

Key Responsibilities:

• Make outbound calls based on assigned tasks and scripts + sending SMS 
• Inform players about available bonuses, promotions, and offers
• Assist customers with failed payments and related issues
• Handle first-line customer inquiries and requests
• Prepare and submit daily activity reports in the approved format
• Participate in daily planning meetings and performance discussions

Requirements & Skills:

• Excellent spoken English (C1/C2 level)
• Strong communication and active listening skills
• Friendly, confident, and outgoing personality
• Customer-focused mindset with a positive attitude
• Previous experience in a call center or similar role is a plus, but not required

Note: If you enjoy talking to people and creating positive customer experiences, we’d love to have you on our team!

We Offer:

• Format: Remote work. Schedule: Tuesday – Saturday (from 13:00 to 21:00). 
• Compensation: Competitive salary based on your experience + performance bonuses.
• Payments: In USDT (white crypto).
• Growth: Opportunity for professional and career growth within the project.
• Benefits: Paid vacation and sick leave, opportunities for continuous learning.

We're launching a new project and looking for Customer Support Agents who are ready to grow with us and help customers feel heard, supported, and happy.
 

What you'll be doing:
- Helping customers with their questions and concerns across multiple channels (chat, email, phone calls, etc.)
- Staying in touch with the team during your shift to solve issues faster together
- Making sure each customer gets clear, friendly, and helpful responses

What we’re looking for:
- Prior experience in support? Great!
No experience? Also great — we love people who are eager to learn!
- You’re okay with rotating shifts: 
Morning: 07:00 — 15:00 
Evening: 15:00 — 23:00 
Night: 23:00 — 07:00 (Night shifts come with bonuses 💰)
- You're calm under pressure and genuinely care about helping people
- Your English is strong — C1+ in both writing and speaking is a must

What you’ll get:
- 100% remote work — wherever you feel most productive
- Extra bonuses for night shifts
- Full onboarding & training — we won’t leave you guessing
- Supportive startup vibe — small team, no bureaucracy
- Room to grow and become a pro in customer support
 

If you're someone who enjoys solving problems and making someone’s day a little easier — we’d love to hear from you! 🚀

Responsibilities:

• Own end-to-end customer support operations: strategy, execution, technology, people, and performance
• Lead the migration to a modern support platform, including setup, channel unification (live chat, email, in-app, WhatsApp), and CRM integration
• Build and manage the Help Center / Knowledge Base
• Design and enforce the KPI/SLA framework (First Response Time, CSAT, FCR, Resolution Time, AI Deflection Rate)
• Establish and run the Quality Assurance program: ticket audits, agent scoring, calibration sessions
• Manage and develop the support team — hiring, scheduling, training, coaching, performance management
• Build the operation full 24/7 multilingual support
• Implement a tiered VIP support model for high-value clients
• Partner with Product, Payments, and Compliance teams on cross-functional issue resolution and product feedback
• Own support analytics and reporting: real-time dashboards, weekly operational reports, monthly strategic reviews to leadership
• Drive proactive support initiatives (automated triggers, onboarding flows, in-app guidance) to prevent tickets at source

Requirements:

• 3+ years of experience in customer support management/leadership within iGaming/high-velocity B2C
• Hands-on experience with modern support platforms (Livechat, Intercom, Zendesk, Freshdesk, or similar)
• Proven track record of building support operations from scratch or leading a significant transformation (process design, tech migration, team scaling)
• Experience deploying and optimizing AI/chatbot automation in a support environment
• Strong understanding of support KPIs and operational metrics (CSAT, NPS, FRT, ART, FCR, SLA compliance) and how to manage them
• Experience managing outsourced/outstaff support teams across time zones
• Knowledge base and help center content management experience
• Strong analytical mindset; comfortable working with dashboards, cohort data, and performance reporting
• Excellent process design and documentation skills
• English level — B2+