Jobs Customer/Technical Support

1. What you'll do

   • Own day-to-day operations across all Tapin platforms — CS coverage, teammate availability, cancellation monitoring, and escalation handling.
   • Hit strict KPIs: under 45-second first response during online hours, below 1% cancellation rate across all games and categories, 97%+ order completion rate.
   • Respond to all teammate applications within 48 hours. Manage the full onboarding pipeline from application to first session.
   • Run regular teammate training sessions based on Tapin's internal session quality guide built from top performer data.
   • Coordinate game-specific ops leads and build cross-game SOPs that scale.
   • Own customer escalation resolution — under 4 hours turnaround.

    

   • Track teammate utilization and performance distribution. Flag underperformers, build improvement plans.

2. What we're looking for

   • 2–5 years in operations, preferably in gaming, marketplaces, or gig platforms.
   • Data-driven. You make decisions based on numbers, not gut feelings.
   • Ownership mindset. You see a problem, you fix it — you don't wait to be told.
   • Strong written English, calm under pressure, flexible across time zones.
   • Experience managing remote teams and coordinating across departments.

   Why Tapin

   • Gaming-focused team building something players actually love.
   • Real impact on how thousands of gamers experience the platform daily.
   • Growth opportunities as we scale into new games and markets.

   How to apply

    

3. Reply here with:

   • A short note on which games you currently play.
   • Your answer to the following questions:

   Q1: You wake up to find overnight cancellation rates spiked to 12% in Fortnite. Walk us through exactly how you'd investigate, what data you'd look at, and what actions you'd take in the first 2 hours. Q2: You have 80 active teammates across 3 games. 15 of them are consistently underperforming — low ratings, high churn, but they still pick up a decent volume of orders. How do you handle this without killing your supply? Q3: A teammate and a customer are in a dispute mid-session. The teammate says the customer is being toxic. The customer says the teammate isn't trying. You have the session chat logs. Walk us through your process. Q4: How would you utilize voice chat to help Tapin grow? Q5: Write an original idea on how to make Tapin better. Be specific — what would you build, change, or introduce, and why? Interview process

    

4. Candidates can expect:

   • Written ops scenarios (show your decision-making process with real data).
   • A short exercise prioritizing 10 operational issues by urgency and impact.
   • Live walkthrough of how you'd structure your first 30 days.
   • Final call with the team to review experience, judgment, and fit.

   Required languages English — C1 Advanced

ICONIC21 is a premier provider of live dealer and casino games, delivering a diverse and immersive portfolio for global markets. We create high-quality gaming experiences focused on innovation, reliability, and strong visual appeal.

What sets ICONIC21 apart is our commitment to branded, tailor-made solutions. We develop dedicated studios, custom games, and promotional tools that align with each partner’s brand and business goals, enabling operators to stand out in a competitive landscape.

Our portfolio covers live casino games, slot games, and virtual (RNG) products, all designed to maximize player engagement and long-term value. Every solution we deliver is built to elevate our partners’ brands and enhance the overall gaming experience.

Responsibilities:

• Investigating production issues in collaboration with development teams.
• Applying configuration changes based on customer requests.
• Utilizing modern logging and monitoring tools.
• Communicating with the client’s customer support via chat and email.
• Tracking production incidents and suggesting improvements.
• Collaborating with the client’s customer support team.
• Working closely with development and QA teams.
• Troubleshooting web applications using tools like Kibana and Grafana.
• Managing defects through the operational workflow.
• Handling configuration changes.

Requirements:

• Experience in troubleshooting web applications.
• Basic knowledge of Linux.
• Familiarity with monitoring tools such as Grafana, Kibana, or similar.
• Strong communication skills.
• Upper-intermediate level of English.

Nice to have:

• Experience with Bash, Python, Postman, SQL, Jira.
• Experience with both frontend and backend troubleshooting.
• Strong analytical and problem-solving skills.
• A self-starter who can work independently.

We offer:

• 21 working days of paid annual leave to support work–life balance.
• 15 paid, documented sick leave days per year.
• 5 flexible days per year for personal needs.
• Flexible work format: a comfortable office in Kyiv or Bucharest, or the option to work remotely.
• A professional and supportive team with strong expertise and a collaborative culture.
• Opportunities for professional growth and development within an international and fast-growing company.

Diya is a successful Ukrainian IT company providing full-service IT solutions for small and medium businesses across the world. Our company has a strong professional background in providing remote technical support services to companies across different industries helping them deliver excellent customer experience.

We are a friendly crowd of it-savvies. Working shoulder to shoulder in a virtual crew gives us the flexibility to provide better solutions and exceed our customers' expectations.

As an Driver support & Acquisition Specialist, you will be responsible for executing driver acquisition and recruitment strategies, ensuring a steady pipeline of qualified drivers while optimizing recruitment efficiency. This role plays a key role in lead generation, candidate evaluation, and onboarding coordination, supporting the overall growth and operational readiness of driver supply. The Driver Growth & Acquisition Specialist focuses on hands-on execution, ensuring high-quality lead sourcing, recruitment funnel management, and smooth driver onboarding handovers. This role requires strong coordination skills, data accuracy, and an ability to manage recruitment workflows efficiently, ensuring cost-effective driver growth.

Responsibilities

Lead Generation & Sourcing

• Execute lead generation campaigns via online platforms, referrals, partnerships, and paid ads.
• Screen and qualify incoming driver applications.
• Monitor lead performance metrics to ensure cost-effectiveness.
• Collaborate with Marketing & BI to optimize targeting strategies.
• Maintain accurate lead tracking databases.

Driver Recruitment & Selection

• Manage application screening, vetting, and interview scheduling.
• Conduct candidate assessments and verify qualifications.
• Assist with background checks and compliance processes.
• Guide candidates through activation steps and handover to onboarding.

Requirements

• 1−3 years of experience in recruitment, talent acquisition, sales, or operations—ideally in mobility, logistics, or gig-economy sectors.
• Proven experience in managing high-volume recruitment.
• Strong understanding of lead generation and digital sourcing.
• Familiarity with CRM, ATS, and recruitment automation tools.
• Data-oriented mindset; able to track and analyze KPIs.
• English — Upper-Intermediate

What we offer:

• Comfortable work environment, remote work.
• Flexible shift-based schedule: 5 working days per week with 8-hour shifts (plus a lunch break). Shifts are rotating and scheduled between 10:00 AM and 10:00 PM. Days off are provided on a rolling basis and may fall on weekdays or weekends.
• Paid vacation and sick leave.
• Healthcare insurance and gym.
• Psychological support as needed.
• Training and useful experience.
• Work in a young and friendly team.
• Career opportunities and professional growth.

Responsibilities

• Monitoring employee productivity and working hours across all projects within the time-tracking system.
• Compile, maintain, and regularly update reporting data.
• Validate data accuracy, identify discrepancies, and detect potential errors.
• Track key operational processes and performance targets.
• Prepare analytical summaries and insights for management.

Requirements

• Intermediate proficiency in Excel / Google Sheets.
• Ability to analyze large volumes of data with strong attention to detail.
• English level А2+

ArboStar continues to expand and welcome new clients across the globe. To maintain our high standards of client satisfaction, we’re looking for a skilled Implementation Manager who will help us provide dedicated support and world-class service throughout the onboarding journey.

This role will ensure every new client experiences a seamless setup, strong engagement, and continued success with the ArboStar platform.

What You’ll Do

As an Implementation Manager, you’ll guide new clients - primarily tree care and landscaping businesses -through a seamless onboarding experience.

Your responsibilities will include:

• Leading onboarding and setup for new clients, ensuring smooth adoption of ArboStar tools
• Maintaining proactive communication and follow-ups throughout the onboarding journey
• Performing custom system configurations, integrations, and workflow setups
• Assisting with data migration and creating necessary client forms
• Collaborating with developers and submitting or reviewing Jira requests
• Conducting live product training sessions and explaining platform functionalities
• Monitoring client payments and performing timely follow-ups if needed
• Identifying and executing upsell opportunities for additional products and features
• Updating internal and external knowledge base articles
• Partnering with Sales, Customer Success, and Product teams to deliver a unified client experience.
   

What We’re Looking For

• 2+ years of experience in Implementation, Customer Support, Onboarding, Training, or Member Services (preferably in SaaS or tech)
• Fluent in English & Spanish (with little to no accent) - confident in speaking, writing, and presenting
• Excellent presentation and communication skills
• Highly organized, detail-oriented, and able to manage multiple clients independently
• Experience collaborating with developers or QA teams using Jira or similar tools
• Proficiency with CRM and project management systems (HubSpot, Pipedrive, Asana, Google Suite, etc.)
• Comfortable working remotely in the Eastern Time Zone (9 AM – 5 PM ET)
   

Nice to Have:

• Experience working with tree care, landscaping, or field service companies
• Familiarity with data migration or workflow automation
• Understanding of onboarding metrics such as completion, engagement, and retention
   

Compensation & Benefits

• Work schedule: 9:00 AM – 5:00 PM (EST);
• 10 paid vacation leaves per year;
• A paid day off on your birthday or special day;
• Only remote work;
• Opportunity to work in the green industry, helping to make our planet greener;
• Supportive, remote-first culture focused on growth and impact.

TeqBlaze, a trailblazer in the AdTech industry, is looking for a AdOps Manager who is passionate about quality, thrives in fast-paced environments, and is eager to make a tangible impact in AdTech.

Are you passionate about making a real impact and working in a fast-paced adtech environment? 

Do you thrive in a collaborative setting and have a strong track record of success? If so, we’re looking for you!

Responsibilities:

• Onboarding of new partners (DSPs, SSPs, direct publishers) — including technical integration setup, testing, and launch validation
• Configuration and ongoing management of partner endpoints — bid floors, traffic shaping, timeouts, QPS management, etc
• Direct communication with demand and supply partners (both verbal and written) — daily troubleshooting, escalation handling, and proactive performance updates
• Demand and supply optimization — identifying underperforming integrations and driving improvements through partner communication and platform-side configuration
• Black/whitelisting management based on performance or brand safety requirements
• Discrepancy management — regular reconciliation of impressions, revenue, and spend between platform data and partner reporting; root cause analysis and resolution
• Daily tracking of performance metrics and KPIs — fill rate, win rate, eCPM, bid response rate, revenue, and margin
• Traffic quality monitoring — filtering of invalid and low-quality traffic in collaboration with internal teams

Requirements:

• 1+ year of experience in AdOps within a programmatic environment (SSP, DSP, ad network, or publisher side)
• Solid understanding of programmatic ecosystem - OpenRTB, SSP, DSP, sellers.json, ads.txt, cookie sync, key metrics (eCPM, fill rate, win rate, bid rate), etc
• Upper-intermediate+ English
• Strong analytical skills; proficiency in Excel/Google Sheets

At TeqBlaze, innovation isn’t just what we do — it’s who we are. As a leader in the AdTech sector, we’re reshaping how digital advertising operates globally. Our mission is to craft cutting-edge white-label programmatic solutions that not only meet but anticipate the needs of our clients. With a focus on technology and a flair for creativity, we transform challenges into opportunities and data into insights.

Our team is a powerhouse of industry experts who thrive on the latest trends and technologies. By joining us, you become part of a dynamic community that values bold ideas and collaborative problem-solving.
 

Perks of working at TeqBlaze:

• Tailor your work environment to fit your lifestyle with options ranging from fully remote to hybrid, or immerse yourself in our dynamic office settings in Kyiv, Lviv, Odesa, or Mykolaiv.
• Propel your professional journey forward with access to many resources, including specialized courses, industry conferences, and a vast electronic library.
• Your efforts and achievements are valued here, reflected in performance-based salary reviews that reward your contributions.
• Enjoy a well-rounded life with 22 paid vacation days annually, comprehensive health coverage, paid sick leaves, and access to professional mental health resources.
   

If you have a knack for detail-oriented work and are looking for an opportunity to collaborate with a team of talented professionals, this is your chance to play a pivotal role in shaping the future of advertising technology. Dive into a role where your efforts are recognized and rewarded as you help us propel our business and our clients’ success forward.
 

Ready to elevate your career at TeqBlaze? We’re excited to see what you can bring to our team!
 

We are looking for a Game Community Moderator to help create a positive, engaging, and safe environment for our player community. The moderator will monitor discussions, support players, enforce community guidelines, and serve as a bridge between the community and the development team.

This role is ideal for someone who is passionate about games, understands online communities, and enjoys helping players.

Community Management
 

• Monitor the Suzerain Universe community and act as a representative of Torpor Games across Discord, Steam, and Reddit.
• Work alongside the Marketing and Community Manager to maintain a positive and welcoming environment by enforcing community guidelines and terms of service.
• Manage a team of volunteer community moderators to ensure consistent global coverage across multiple time zones.
• Address and resolve user issues through direct communication or by escalating them to the appropriate departments when necessary.
• Maintain community management tools in Notion to track interactions, issues, and overall community health.
• Collaborate with the Marketing and Community Manager to develop and implement engagement strategies, including organizing and running community events.
• Provide regular feedback to the Marketing and Community Manager based on community sentiment, trends, and recurring issues.
• Confidently host quarterly livestreams with the development team and community across Discord, Twitch, and YouTube.

Development Operations
 

• Review Codecks daily to ensure newly reported bugs contain all required information from the community; follow up with users when additional details are needed.
• Support community-led localization teams, ensuring clear and effective communication between localization leads and the development team.

Customer Support
 

• Manage and take ownership of the Torpor Games support email, responding to inquiries and forwarding messages to the appropriate team members as needed.
• Respond to customer reviews across platforms such as Steam, Google Play, the Apple App Store, and other gaming platforms, flagging urgent or recurring issues.
• Handle and respond to merchandise-related issues and inquiries.

Job Description
 

This role is currently available in the following shift. 
 

• Tuesday - Saturday, 6 AM - 3 PM

   

• Work with users to determine their needs and help them reach their business goals and enhance their online presence.
• Manage email, phone, chat, and/or other communication channels as a primary contact for Wix users.
• Introduce Wix users to our different tools, services and products they can benefit from, and help onboard them where appropriate.
• Be an advocate for our technical products and services, being able to explain their functionality and value
• Develop expertise in Wix products and stay up to date with new features and improvements.
• Work with other departments and product teams, and advocate our users’ needs to impact product roadmaps.
• Analyze user behavior and relevance to determine their effect on user satisfaction.
   

***

This is a flexible hybrid position based in Kyiv.

At Wix, we value the flexibility of a hybrid work setup — giving you the opportunity to collaborate in the office when needed while staying connected remotely.
We’re looking for Ukraine-based professionals who can balance their time between working from home and engaging with the Wix team on-site. This setup offers the best of both worlds: the comfort of remote work combined with the energy of face-to-face collaboration when it matters most.
 

Requirements

• Fluent in English (verbal and written) 
• Based in Kyiv
• 1+ year of experience working  in Technical Support/Solution topics in a Web environment
• Ability to digest information quickly and relay it in a clear way
• Gain meaning and pleasure in helping others succeed and are curious to know what really drives users
• Strong critical thinking skills and confidence taking responsibility and ownership 
• High performance standards and constantly working to improve 
• Passionate about new technologies and always eager to learn more
• Ability to thrive in a fast-paced, dynamic environment and look at change as an opportunity to grow

• Bonus points if you have experience working for a tech or at an internet company

   

About the Team
 

We are Wix’s Customer Care Guild. We’re not your typical customer support. We represent the Wix user’s voice and work closely with Product to deeply understand Wix technologies and services. As part of our global organization of Customer Care, we’re responsible for building solid relationships with Wix users, uncovering their business needs, and guiding them to success. Working with us, you’ll find a friendly atmosphere, fantastic coworkers, and diverse growth opportunities in a dynamic environment. This is a flexible hybrid position based in Kyiv. Currently our employees are given the opportunity to work from wherever they feel most comfortable, at home or at our offices, given the current circumstances

Meet the team: Customer Care

About Wix

Wix makes it possible for anyone to succeed online. 

Since 2006, we've grown to around 5,300 employees in 22 countries, launched over 40 products, and serve over 299 million users and their visitors worldwide. 

At Wix, we push you to innovate, evolve in non-traditional ways, and collaborate. We operate in small teams that work closely together at a high level. 

We're proud to be an equal opportunity company. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as a company: creating a work environment where everyone is welcome, and anyone has the right to succeed.

We at Sigma Software are looking for a Junior/Middle Technical Support Specialist to join our expanding team. This role offers the chance to work in close collaboration with a Swedish engineering and development center, supporting innovative connectivity services for future vehicles.

Join us and be part of a company that delivers high-quality solutions to global leaders while fostering innovation and excellence.

Customer

You will have an opportunity to work with a worldwide leader in the Automotive Engineering domain.

Project

Support project for the Swedish engineering and development center working on future C-segment cars. Engineers will support connectivity service with operations and monitoring as a supplement to the daily business for the European market of the client.

Requirements

• Knowledge from GCP tools (Google Cloud Armor, Google Security Command Center, Google IAM) and MQTT & HTTPS
• Experience with open tracing standards; Kiali Service Mesh and configuration
• Working with Kubernetes
• Understanding of standard ITSM processes (log and report incidents/problem)
• Upper-Intermediate level of English
• Readiness for night shifts

Would be a plus

• Understanding of tools such as: Stackdriver, Grafana, Gitlab
• Experience with Ivanti Incident Management

Personal Profile

• Open-minded and able to adapt
• Organized and structured
• Attentive to details

Responsibilities

• Provide 2-level technical support on out-of-office and weekend basis
•  Securing agreed service levels in accordance with the Service Level Agreement (SLA)
• Monitoring of Infrastructure and Integration into other systems
• Incident and escalation reporting
• Maintaining and developing positive relationships with customers and colleagues

We are looking for a Technical Support Manager (L1) to provide high-level assistance to our customers and partners. This role includes diagnosing and troubleshooting software issues, as well as configuring customer and provider accounts, including AI models.

📌 Please note: This position requires working night shifts, including:

One shift from 11:00 PM to 8:00 AM (23:00 – 08:00)
One shifts from 10:00 PM to 7:00 AM (22:00 – 07:00)
 

Primary responsibilities of a Technical Support Manager:
- Diagnose and troubleshoot technical issues, including account setup;
- Ask customers targeted questions to quickly understand the root of the problem;
- Guide clients and providers through issue resolution via phone, email, or chat;
- Properly escalate unresolved issues to appropriate internal teams;
- Provide prompt and accurate feedback to customers;
- Oversee the integration pipeline;
- Configure provider and client accounts;

- Utilize AI models to automate issue diagnostics, analyze client data, and optimize support processes.

Requirements & Skills

- Proven work experience as a Technical Support Engineer, Desktop Support Engineer, IT Help Desk Technician or similar role;

- Ability to diagnose and troubleshoot basic technical issues;

- Experience working with AI models for data analysis, process automation, or customer support;

- Excellent problem-solving and communication skills;

- Excellent skills in SQL;

- Ability to provide step-by-step technical help, both written and verbal;

- BS degree in Information Technology, Computer Science, or relevant field.

Probation

- Standard probation — 3 months (may be exceptional cases)

We are looking for a Support Team Lead to build and manage the support team and ensure high service standards.

Your Zone of Impact

You will: • Build and structure the support team (hiring, onboarding, performance management) • Define and monitor KPIs (SLA, AHT, CSAT, FRT, Resolution Time, Retention impact) • Establish clear workflows, escalation matrix, and quality standards • Conduct regular 1:1s and performance reviews • Implement structured feedback and coaching • Analyze support data and identify root causes of recurring issues • Collaborate with Risk, Payments, Product, and Marketing teams • Own escalations and ensure resolution with clear accountability

About You

We are looking for someone who: • Has proven experience as a Support Team Lead in iGaming (B2C, Tier 1 markets preferred) • Has managed a team (minimum 5+ agents)

Can clearly explain: • how KPIs were set why those metrics were chosen how performance was measured what actions were taken based on data • Has experience implementing or improving support processes • Understands cause-and-effect between support performance and business results • Has experience building feedback culture and motivating teams • Is structured, analytical, and process-driven • Speaks fluent English

What We Offer:

• Remote-first setup
• Flexible working hours
• Paid vacation and sick leave
• Equipment if needed
• Opportunity to build the support function from scratch

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

Schedule: Monday–Friday, 23:00–07:00 (GMT+3) 

Location: Remote

🎯What you’ll do

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

🧩What we’re looking for: 

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

Nice to have

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

• Background in Agile/Scrum environments

   

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

About the Role 

The Customer Support Lead is responsible for leading the intake, validation, prioritization, and resolution tracking of all incoming customer support tickets related to bugs, system errors, and user questions. 

This role ensures that customer-reported issues are properly documented, reproducible, prioritized by business criticality, and efficiently transferred to the development team. The position acts as the operational bridge between Customers and Engineering, ensuring high-quality issue handling and transparent communication. 

The role does not own feature requests or roadmap prioritization. 

Key Responsibilities 

Ticket Intake & Validation 

• Review all incoming customer tickets (bug reports, technical issues, “how-to” questions). 
• Ensure tickets contain sufficient information to identify and reproduce the issue. 
• Reproduce reported bugs when possible. 
• Request missing information from customers when required. 
• Reject or reclassify invalid or non-reproducible tickets. 

Prioritization & Classification 

• Classify tickets based on severity and urgency (e.g., Critical / Major / Minor). 
• Assess business impact (single user vs. multi-region issue). 
• Detect and escalate critical incidents immediately. 
• Group duplicate or related tickets into consolidated requests. 
• Ensure clear and structured documentation before sending to development. 

Engineering Coordination 

• Transfer validated tickets to the development team. 
• Provide clear reproduction steps and technical context. 
• Clarify engineering questions related to customer cases. 
• Monitor progress of bug fixes. 
• Ensure tickets are updated and statuses reflect real progress. 

Incident & Escalation Management 

• Communicate critical issues to relevant stakeholders (Product, Engineering Leads, Business Owners). 
• Support structured incident handling when needed. 
• Ensure customers receive timely updates on high-impact issues. 
• Maintain visibility of open high-priority cases. 

Process Governance & Quality Control 

• Maintain high standards for ticket quality and documentation. 
• Define and improve ticket handling workflows. 
• Establish and maintain severity classification standards. 
• Track recurring issue patterns. 
• Identify systemic quality problems and suggest preventive actions. 

What This Role Does NOT Own 

• Feature request prioritization 
• Product roadmap decisions 
• Commercial or customer success targets 
• Development team management 

Required Skills and Qualifications 

Experience 

• 5+ years in SaaS support, technical support, or platform operations 
• Experience working closely with engineering teams 
• Experience handling bug triage and reproduction 
• Familiarity with ticketing systems (Jira, Zendesk, ServiceNow, etc.) 

Skills 

• Strong analytical and problem-solving skills 
• Ability to reproduce technical issues 
• Clear written communication 
• Structured thinking and prioritization capability 
• High attention to detail 

• Calm and organized under pressure 

   

Nice to Have 

• Experience with APIs, logs, data structures 
• Experience in digital agriculture / farm management systems 
• Understanding of incident management processes (ITIL-style helpful but not required) 

Key KPIs 

You may want to define measurable targets such as: 

• % of tickets validated before sending to dev 
• Time to first response 
• Time to reproduction 
• Time to severity classification 
• Reduction of duplicate tickets 
• SLA compliance rate 
• Stakeholder satisfaction (internal + external) 

 The Company Offers 

• Opportunity to be a part of a best-in-class product that is used by thousands of companies around the world.  
• Annual performance bonus scheme.  
• Career growth opportunities.  
• An environment where you need to seek and implement unique solutions.  
• Training and development programs.  
• Young and dynamic team with a friendly and open culture.  
• Health and life insurance for employees and your family members.  
• 32 working days of paid annual leave and sick leave. 

We are looking for a strong operational Support Agent who understands that customer support is not just “answering chats”, but a structured function that directly impacts retention and revenue.

Your Zone of Impact 

You will: 

• Handle player inquiries via chat and email (account, payments, bonuses, KYC, technical issues) 

• Work within clear SLA and quality standards • Escalate cases with structured context and proper documentation 

• Track patterns in player requests and flag recurring issues 

• Follow internal processes and contribute to their improvement

We are looking for someone who: 

• Has hands-on iGaming support experience (B2C, Tier 1 markets preferred) 

• Clearly understands: what SLA, AHT, CSAT mean how support impacts retention how escalation flow works 

• Can explain their previous responsibilities with specific examples and metrics 

• Understands how team collaboration works 

• Is comfortable working within structured processes and KPIs • Speaks fluent English (additional languages are a plus) 

• Can work shifts if required

What We Offer:

• Remote work
• Flexible schedule
• Paid vacation and sick leave
• Stable workload in a growing product

Eatery Club · B2B SaaS · HoReCa Automation

About Eatery Club

Eatery Club is a leading B2B SaaS platform for HoReCa automation. We help restaurants and multi-location chains streamline operations, integrate POS systems and payment providers, ensure fiscal compliance, and deliver modern digital guest experiences — all within a unified platform.

Our product has traction. Customers pay. The market is large and underserved by modern software.

As we continue to scale, we are looking for a Customer Support Manager who will play a critical role in ensuring an exceptional client experience and smooth product operations.

The Opportunity

As a Customer Support Manager, you will be the bridge between our clients, product, and engineering teams.

You will help customers effectively use our platform, resolve technical and operational issues, and contribute to continuous product improvement through structured feedback.

This is a high-impact role directly influencing customer satisfaction and long-term retention.

Key Responsibilities

Client Support

• Provide technical support across all company products (admin panel, mobile application, self-service kiosks)
• Assist clients with system setup and configuration
• Consult customers on platform functionality and best practices
• Process and manage client requests via multiple communication channels (chat, email, phone)

Technical Coordination

• Collaborate with the engineering team to resolve technical issues and incidents
• Escalate and structure bug reports and feature requests
• Participate in testing new features when required

Knowledge & Process Improvement

• Contribute to improving internal documentation and knowledge base
• Assist in creating training materials for clients
• Identify recurring issues and suggest process improvements

What We’re Looking For

Professional Skills

• Experience working with POS systems (Poster, IIKO, or similar)
• Understanding of payment systems and integrations
• Experience working with CRM systems
• Experience in the HoReCa industry is a strong advantage

Communication & Mindset

• Strong customer orientation and empathy
• Excellent communication skills
• Ability to work under pressure and manage multiple tasks
• Fast learner with strong problem-solving skills

Language Requirements

• Fluent Ukrainian
• English — B2 (Upper-Intermediate) or higher

Nice to Have

• Experience in B2B SaaS environments
• Experience supporting multi-component software systems
• Basic understanding of SaaS architecture principles

Why Join Eatery Club

• Work in a fast-growing product company with real market traction
• Opportunity for professional and career growth
• Direct impact on product improvement through customer feedback
• Supportive and collaborative team culture
• Remote-friendly environment

Location: Remote-friendly
Reports to: Head of Operations / Customer Success
Team: Customer Support