Jobs Customer/Technical Support

Technical Account Manager (SaaS)

Full-time | Remote

Role Overview

• Collaborate with global customers to set up customized online events, community platforms, and mobile apps
• Complete comprehensive platform training during the first 2 months under the guidance of a senior Technical Account Manager
• Take full ownership of projects after onboarding, managing the end-to-end lifecycle (implementation → post-event analysis)
• Act as an extension of the customer’s team, supporting delivery, problem-solving, and best practice sharing
• Conduct post-event analysis with insights, learnings, and recommendations for future improvements
• Serve as the main day-to-day contact for customers, ensuring smooth communication and coordination with internal teams
• Work in a fast-paced environment with global clients and large-scale events

Job Responsibilities

• Elicit, document, and communicate customer requirements internally
• Design optimal platform setups aligned with customer goals
• Educate customers on platform features and guide solution selection
• Deliver platform training sessions for customer teams and stakeholders
• Manage project timelines and ensure milestone delivery
• Lead weekly project calls and maintain clear accountability on next steps
• Identify opportunities to expand platform usage and increase customer value
• Ensure customers achieve defined goals and KPIs through proactive support
• Provide real-time support during live events (including occasional onsite presence)
• Contribute to knowledge base content (help articles, guides, training materials)

Job Requirements

• 1+ years in Customer Success, Account Management, or similar role, ideally within a SaaS company.
• Technical background with the ability to translate business needs into technical tasks
• Bachelor’s degree (technical certifications or Master’s is a plus)
• Excellent English and German communication skills, both written and spoken (additional languages are a plus)
• Strong interpersonal and customer service skills
• Ability to stay calm under pressure, especially during live events
• Strong project management and prioritization skills
• Detail-oriented and able to manage multiple projects simultaneously
• Team player with a collaborative mindset
• Willingness to work flexible event hours and travel when needed
• Proficiency in Excel and PowerPoint
• Comfortable in fast-paced startup environments
• Basic programming knowledge (PHP, Java, C#, HTML) is a plus

What We Offer

• Competitive salary with stability in a growing international company
• Semi-flexible working hours (Mon–Fri, 8 hours/day)
• Annual leave, public holidays, and paid sick days
• Equipment provided after probation
• A team where your work is visible and your input shapes how things are done.

Main Responsibilities

– Understand and analyse issues, be able to find appropriate solutions

– Integration protocol testing

– Second-level customer support

– Delivering excellent customer service with 5 shifts a week

Mandatory Requirements

- Leadership experience

– Familiarity with software development experience with Java, C#, Node.js, or TypeScript

– Familiarity with monitoring tools (e.g., Elastic, Dynatrace, Grafana)

– A proactive, client-focused attitude and strong work ethic

– Strong problem-solving and troubleshooting skills

– Effective communication skills, both written and verbal

– At least Upper-Intermediate English (written and spoken)

– Eagerness to learn quickly and grow technically

-Working knowledge of XML and JSON

– Basic experience with Git and version control workflows

– Understanding of API protocols (e.g., REST)

– Familiarity with the iGaming industry

– Awareness of the software development lifecycle (SDLC)

Would be beneficial to know:

– Experience with cloud infrastructure (AWS, Azure, or GCP) and Kubernetes

– Experience using Jira and the Atlassian stack

– Basic understanding of QA processes and test environments

– Previous experience in a technical support, DevOps, or site reliability role

– Practical experience with monitoring systems

– Exposure to Agile frameworks (Scrum or Kanban) and basic project management skills

We offer

• Competitive Salary: We offer a competitive salary in EUR, subject to annual performance reviews
• Quarterly Bonuses: Benefit from a transparent and systematic quarterly bonus system
• Flexible Schedule: We offer a flexible work schedule to accommodate your needs
• Remote Work Option: Choose to work remotely, providing greater flexibility and comfort
• Medical Insurance: Receive comprehensive medical insurance for both you and a significant other
• Financial Support for Life Events: We provide financial support during special life events
• Unlimited Paid Vacation: Enjoy unlimited paid vacation leave
• Unlimited Paid Sick Leave: Take unlimited paid sick leave whenever necessary
• Professional Development: Get reimbursement for professional courses for your development

We are looking for a hands-on technical lead who can both manage the team operationally and go into the details personally when needed: server setup, access problems, infrastructure incidents, and technical communication with contractors.

About the role

This role is for someone who is comfortable operating at the intersection of:

• team leadership
• infrastructure operations
• incident control
• contractor management
• process discipline
• hands-on technical troubleshooting

You will be responsible for making sure the teams work in a structured, accountable, and stable way, while also being able to independently validate technical claims, identify bottlenecks, and keep operations under control.

What you will do

• Lead the daily work of the technical team and system administrators
• Monitor execution quality, workload, speed, discipline, and progress across both teams
• Build and improve internal processes, checklists, escalation rules, and reporting routines
• Track the health of infrastructure: servers, proxies, access, uptime, incidents, failures
• Participate personally in technical problem-solving when needed
• Communicate with external contractors and providers in a technical, structured, and demanding way
• Verify whether issues are caused by infrastructure, team performance, poor planning, or vendor quality
• Set priorities and make sure critical tasks are handled without chaos
• Introduce clear accountability: who owns what, what is blocked, what is delayed, and why
• Report to management on risks, bottlenecks, failures, and team performance

• Improve operational stability and reduce repeated issues

   

What we expect

• 3+ years in a senior technical operations / system administration / DevOps / infrastructure role
• Experience managing or leading technical teams
• Strong practical knowledge of:
  • Linux servers
  • networking basics
  • proxies
  • VPS / dedicated servers / cloud infrastructure
  • access management
  • monitoring and incident handling
• Ability to personally investigate technical issues, not just reassign them
• Ability to speak with contractors and providers on equal technical terms
• Strong operational discipline: task control, follow-up, prioritization, escalation
• Ability to distinguish between:
  • real technical limitation
  • weak execution
  • lack of ownership
  • contractor excuses
• Good written  English for work communication

Will be a strong plus

• Experience in high-risk / high-load / infrastructure-heavy environments
• Experience with proxy-based systems
• Experience leading distributed teams
• Experience building dashboards, internal reporting, SOPs, and escalation flows
• Basic scripting skills (Bash / Python) for routine operational tasks

Who will not fit

This role is not a fit for someone who:

• only manages through meetings and chats
• cannot independently assess technical work
• has no practical server / proxy / infrastructure experience
• avoids operational control and hard follow-up

• needs constant supervision from top management to keep teams moving

   

What we offer

• A key role with real ownership and influence on operations
• Direct impact on infrastructure stability and team performance
• Remote full-time format
• Long-term cooperation
• Fast communication and direct decision-making
• Competitive compensation based on experience and fit
• Clear responsibility area without artificial bureaucracy

About the Role

We are looking for a NOC Engineer who will be responsible for monitoring traffic, maintaining route quality, and resolving technical issues in the A2P messaging environment.

     Key Responsibilities

• Monitor SMS traffic (delivery rate, latency, routing performance)
• Identify and troubleshoot routing issues 
• Respond to incidents in a timely manner
• Communicate with partners (operators, vendors)
• Analyze route performance and suggest optimizations
• Perform traffic rerouting when needed
• Monitor alerts, logs, and system performance

• Work closely with technical teams and account managers

   

   

   Requirements

• Experience in telecom / SMS / VoIP / NOC — from 6 months
• Understanding of:
  • A2P SMS
  • routing
  • delivery reports
• Basic knowledge of:
  • HTTP / SMPP
  • APIs
• Ability to react quickly and make decisions under pressure
• English level: Intermediate or higher

     What We Offer

• Competitive salary 
• Work in an international telecom environment
• Fast growth and learning opportunities
• Real impact on business performance

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

We are looking for a Technical Support Specialist (L1/L2) to join our support team and provide customer-facing technical assistance for hardware, software, and connectivity-related issues.

In this role, you will handle first- and second-level support requests, troubleshoot Windows environments and basic network issues, assist with device (IoT/data logger) configuration, and escalate complex technical cases to higher-level engineering teams when needed.

You will work closely with Team Leaders, QA, Operations, and Engineering to ensure high-quality service delivery, accurate documentation, and continuous process improvement.

This role combines technical troubleshooting with customer communication and requires a structured, solution-oriented mindset.

Requirements:

✔️Experience in L1/L2 technical support or IT service desk roles
✔️Basic knowledge of Windows Server environments
✔️Basic MS SQL knowledge (user-level: queries, validation, data checks)
✔️Fundamental understanding of network technologies and protocols
✔️Experience configuring or supporting IoT devices or measurement data loggers (or strong willingness to learn)
✔️Confident in written and spoken English
✔️Independent, reliable, and detail-oriented working style
✔️Technical and solution-oriented mindset
✔️Strong interpersonal and communication skills

Responsibilities:

➖Provide L1/L2 technical support via email, chat, and calls
➖Troubleshoot Windows environment issues and basic network connectivity problems
➖Perform basic MS SQL checks and validate measurement or system data
➖Support configuration and deployment of IoT devices/data loggers following documented procedures
➖Collect logs, reproduce issues, and prepare structured escalations for L3 / Engineering teams
➖Maintain accurate ticket documentation in CRM/helpdesk systems
➖Follow internal workflows, SLAs, and quality standards
➖Contribute to knowledge base creation and continuous process improvements
➖Collaborate with Team Leaders, QA, Operations, and Engineering

Would be a plus:

✔️Experience with Zendesk and similar ticketing platforms
✔️Previous BPO / outsourcing experience
✔️Technical education or certifications
✔️Experience supporting SaaS or hardware-enabled products
✔️Familiarity with structured troubleshooting methodologies

Work conditions:

➖Remote work.
➖The probation period is two months.
➖2 non-fixed days off per week.
➖3 types of work shifts:
- M - 8:00-16:00
- D - 16:00-0:00
- N - 0:00-8:00
 

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 are looking for a Technical Support Engineer to join our growing team in Ukraine.
DARLY SOLUTIONS is an international IT company specializing in delivering innovative solutions across FinTech, MedTech, SaaS, etc.

Requirements

- 1+ years of experience in a technical support or similar role
- Experience working with databases and data systems
- Understanding of data collection processes or automation tools
- Familiarity with monitoring and logging practices (Zabbix, Grafana or other)
- Strong problem-solving skills and attention to detail
 

Responsibilities

- Maintain and support internal data collection system
- Set up new environments and connect data sources for different clients
- Identify and resolve issues related to data processing and integrations
- Improve system performance and ensure stable operation of data pipelines
- Monitor system health and data flows
- Assist with deployments and ensure smooth releases without service interruptions
 

Work conditions

- Flexible work format - remote, 8-hour working day without time trackers;
- Competitive salary;
- Tight-knit and friendly team;
- Personalized career growth;
- Up to 50% coverage of the cost of professional courses;
- Vacation time, sick-leaves, national holidays ;
- Competitive bonuses for a personal recommendation of new employees;
- Professional development tools (mentorship program, tech talks and workshops);
- English classes with a teacher;
- Corporate events and team buildings.
If you have what we are looking for and would love to join our Darly team, we want to hear from you!

We are looking for an experienced Quality Control (QC) Team Lead to manage and elevate the performance of our QC department. This role is crucial for ensuring the accuracy, fairness, and consistency of all evaluation and calibration processes across the Support organization.

The ideal candidate is a strong leader with excellent analytical skills, a deep understanding of quality assurance principles, and the ability to mentor and develop a high-performing team.

HOW YOU WILL MAKE AN IMPACT

1. Team Management & Development

• Lead the daily operations of the QC team, ensuring balanced workload distribution across QC Managers and Specialists.
• Support team members in reaching individual and departmental goals.
• Conduct regular 1:1 meetings, provide feedback, and perform performance evaluations.

2. Quality Assurance Coordination

• Oversee QC sample coverage across all Support teams.
• Ensure monthly KPIs are achieved (e.g., 10% coverage of total Support volume).
• Track the number of evaluated chats and maintain data accuracy in QC reports.

3. Calibration & Consistency

• Conduct regular calibration sessions to ensure alignment between team members.
• Review QC Managers’ scoring to maintain consistency and minimize evaluation deviations.

4. Training & Knowledge Base Development

• Plan and deliver training for QC Managers and Support Team Leads to improve QC and coaching skills.
• Collaborate with the L&D department to identify knowledge gaps, recurring issues, and training priorities.

5. Dispute Resolution Oversight

• Supervise and review evaluation-related disputes between agents and QC Managers.
• Ensure fair, transparent, and consistent resolution processes.
• Report dispute trends and accuracy insights to the Head of CS.

6. Reporting & Analytics

• Prepare weekly and monthly QC performance reports, including coverage, consistency, and key trends.
• Analyze recurring mistakes and recommend process improvements.

7. Process & Documentation Management

• Create and update QC guidelines, evaluation rubrics, calibration standards, and internal documentation.
• Work closely with the Head of CS and Supervisors on workflow and process optimization.

8. Tool Integration & Automation

• Research, test, and implement AI-driven and automation tools to boost QC speed, accuracy, and efficiency.
• Ensure smooth tool adoption and provide training for the QC team.
• Monitor tool performance and gather feedback for continuous improvement.

9. Cross-Department Collaboration

• Serve as the primary communication link between QC, Support Team Leads, and L&D.
• Share QC insights to support coaching quality, process enhancement, and agent development.

10. Onboarding Support (Optional)

• Assist in onboarding new QC team members and ensure they fully understand QC standards and workflows.

11. Performance Review & KPI Tracking

• Monitor individual and team QC KPIs (coverage, consistency, training completion, calibration).
• Present results to management on a quarterly basis and propose improvement plans.

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 2+ years of experience in Quality Control, Customer Support QA, or a similar role.
• Proven leadership experience (Team Lead, Senior QC, or similar).
• Strong analytical skills and attention to detail.
• Excellent communication and feedback-giving abilities.
• Experience with QA tools, scorecards, calibration processes, and reporting.
• Ability to manage multiple priorities 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 :)

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+

We are looking for a Junior Customer Support Manager to join our team. We are open to candidates without prior experience, but experience in support (especially with document verification) will be a plus.

This is a fully remote position with a shift-based schedule.

Responsibilities:

• Handle customer inquiries via LiveChat and HelpDesk
• Process withdrawal requests: check player activity, ensure compliance with platform rules
• Perform KYC/verification: review documents and request additional information if needed
• Escalate complex or technical issues to relevant teams
• Maintain high response quality and speed

Requirements:

• English level: B2 or higher (written and spoken)
• Confident PC user, ability to quickly learn new tools and systems
• Willingness to work in shifts, including night shifts

Will be a plus:

• Previous experience in customer support (6+ months)
• Experience with document verification (KYC)
• Familiarity with tools like Jira, Confluence, Customer.io