Jobs Customer/Technical Support

We’re looking for a strong Head of Customer Support to join an international iGaming project and build a high-performing support function for Canada, Australia & New Zealand 

This is a great opportunity for someone who loves building things from scratch, knows how casino players think, and can turn Customer Support into a real part of the customer experience and retention strategy.

🔥 What you’ll own:

• Build and scale the Customer Support department from the ground up
• Hire, onboard, train, and develop a strong 24/7 support team
• Design the team structure, shifts, workflows, and escalation matrix
• Set up SLA, KPI, QA standards and performance reporting
• Manage player communication across live chat, email, and other channels
• Handle complex cases related to deposits, withdrawals, KYC, bonuses, accounts, and VIP players
• Build smooth cooperation with Payments, Risk, CRM/Retention, and Product teams
• Implement helpdesk tools, automation, knowledge base, scripts, and AI solutions
• Analyze player feedback and turn support insights into improvements across the customer journey
• Continuously improve CSAT, response time, resolution quality, and team efficiency

🎯 What we’re looking for:

• Proven experience as a Head / Lead of Customer Support in iGaming / Online Casino
• Strong B2C and player-facing support experience
• Experience building or significantly scaling a support team
• Solid understanding of casino operations and the player journey
• Hands-on knowledge of SLA, CSAT, FCR, response/resolution time, QA and workforce management
• Experience with 24/7 and multilingual support operations
• Strong leadership, ownership, and decision-making skills
• Confident English for working with international teams and Tier-1 players

⭐ A big plus:

• Experience with Canada, Australia, New Zealand or other Tier-1 markets
• Experience launching Customer Support for a new casino/product
• VIP Support expertise
• Experience with Zendesk, Intercom, Freshdesk, LiveChat or similar platforms
• Support automation and AI implementation experience

💫 Why join us?

You’ll join an international project at an early stage, with the freedom to build the Support function your way rather than inherit years of outdated processes.

You’ll have direct impact on team structure, tools, processes, customer experience, and the way Support works together with Product, Payments, Risk and Retention.

🌍 GEO: Canada / Australia / New Zealand
🏠 Format: Remote
⏰ Employment: Full-time
🎰 Industry: iGaming / Online Casino

Emerise Group is a dynamic, product-driven group of companies operating in the iGaming industry. We build high-impact solutions that fuel innovation and deliver outstanding user experiences across the entertainment ecosystem. We’re looking for a Support Agent to become one of the key points of contact for our players - helping them quickly resolve issues, and making sure every interaction feels professional, clear, and human. This role is a great fit for someone who is empathetic, attentive to detail and comfortable working in a fast-paced environment where every day can bring a different challenge.
 

Must-Have Skills & Experience:

• Minimum 0.6 year of experience in a similar Customer Support role.
• English B2-C1 - excellent written English, and strong grammar. Able to provide clear concise, professional and empathetic responses.
• Multitasking - ability to handle multiple customer conversations simultaneously while maintaining response quality and accuracy.
• Problem-solving skills - able to identify the customer's issue, investigate it using available tools and provide an appropriate resolution or escalation.
• CRM/Helpdesk experience - experience with Livechat, Zendesk, Intercom, Freshdesk, Salesforce, or similar platforms.
• Shift work availability - willingness to work rotating shifts, including evenings, nights, weekends, and public holidays if required.
• QA & KPI experience - familiarity with quality assurance processes and support KPIs such as CSAT, FRT, AHT, SLA, and resolution rate.
• High attention to detail - especially when handling customer accounts, payments, verification, and sensitive information.

Schedule:

• 2/2 shift pattern.
• 12-hour shifts: 10:00–22:00.
  
  Will be a plus:
• iGaming experience - previous experience in IGaming, sportsbook, or gaming support.
• Experience with Tier-1 customers - particularly Canada, Australia, New Zealand, Germany, or other Western European markets.
• Additional languages - German, French, Spanish, Italian, Dutch, Swedish, Norwegian, Danish, or other European languages at B2–C1+ level.
• VIP customer support - experience working with high-value or VIP customers is a strong advantage.
   

Expected Duties / Tasks:

• Handle customer inquiries via Live Chat and Email, providing professional, friendly, and efficient support.
• Provide accurate information regarding accounts, deposits, withdrawals, bonuses, promotions, games, and product functionality.
• Troubleshoot customer issues, review account and transaction history, and identify root causes.
• Assist with KYC, verification, payments, account access, and technical issues in line with company procedures.
• Handle complaints and sensitive cases, escalating complex issues and potential fraud, payment, security, or responsible gambling concerns to the relevant teams.
• Maintain accurate CRM/ticket records and ensure customer data is handled securely and confidentially.
• Meet established SLA and support KPIs, including response time, resolution time, productivity, and quality.
• Stay up to date with product changes, promotions, payment methods, and internal policies, while sharing recurring customer issues and feedback with Team Leads and relevant departments.
   

Selling Points:

• Remote-First Work Model: we offer a fully remote work environment, providing you with the flexibility to work from any location worldwide while maintaining high productivity and work-life balance.
• Growth-Oriented Environment: join a fast-growing business operating in a startup-driven environment with minimal bureaucracy. We value efficiency, ownership, and the ability to make decisions quickly.
• Opportunity to Make a Measurable Impact: you will work closely with the Team Lead Customer Care and play a key role in improving the customer experience and shaping the future of our Support function.
• Collaborative and Transparent Culture: we foster a professional, respectful, and open working culture where teamwork, accountability, and clear communication are core values.

Our partner is a leading online gaming supplier, founded in 2012, which has developed worldwide recognition in the industry. They offer complete gaming solutions based on the latest technologies and detailed market analysis for leading iGaming operators.

Due to dynamic growth, the company is inviting a Technical Support Engineer for night shifts to join their Integration Department. The Technical Support Specialist will be responsible for full customer support service of the company’s current partner integrations.
 

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

– Ready for night shifts only
– 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)
– Awareness of the software development lifecycle (SDLC)

Would be beneficial to know:

– Must have- iGaming industry
– Hands-on software development experience with Java, C#, Node.js, or TypeScript
– 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 in EUR, subject to annual performance reviews
– Quarterly bonuses under a transparent and systematic system
– Flexible work schedule
– Remote work option
– Comprehensive medical insurance for you and a significant other
– Financial support during special life events
– Unlimited paid vacation
– Unlimited paid sick leave
– Reimbursement for professional development courses

An international company is looking for a Support/VIP Manager to strengthen the team that works with the African markets. Our company is a team of ambitious and creative experts who are continuously progressing and attaining remarkable feats. Join us if you want to enjoy your work!

What We Are Looking For:

• From 1 year of experience in the position of support manager / VIP manager;

• Level of knowledge of English — B1 and above;

• Excellent communication skills;

• Advanced knowledge in Excel. Ability to work with databases, pivot tables and other functions;

• Experience in gambling/betting will be a big plus.

• VIP portfolio management and development — building long-term, trusting relationships and serving as the single point of contact for all inquiries;
• Retention and revenue growth (retention & LTV) — developing personalized bonus programs and up-selling/cross-selling products, monitoring GGR/NGR and deposit activity within the portfolio;
• VIP identification and reactivation — analyzing player behavior to identify potential VIPs and re-engage long-inactive clients;
• Compliance and responsible gaming — conducting Source of Funds/AML checks, monitoring for signs of problem gambling, and ensuring adherence to African regulatory requirements;
• Reporting and analytics — preparing regular portfolio performance reports (deposits, retention, satisfaction) for management and sharing insights with the marketing team.

• Stable schedule and remote work;
• Support from Team Lead on various tasks;
• 20 working-days paid annual leave, 5 days paid sick leave, UA national holidays;
• High salary growth potential. Competitive compensation depending on success of your work and your results;
• A unique work environment where you can be a part of creating a new and innovative product.

Всім привіт! Magnetics🧲 шукає Support Manager для нашого підрядника M5Team - https://m5team.net/. Якщо ви готові займатись підтримкою клієнтів та маєте відмінні комунікативні навички, то ця пропозиція саме для вас!

M5Team - компанія професіоналів, що забезпечує своїх клієнтів вищим рівнем обслуговування.

Які навички вам знадобляться для того, щоб отримати оффер?

- Уважність до деталей, відповідальність, пунктуальність, вміння знаходити індивідуальний підхід.
- Хороший рівень англійської мови (B1-B2).

Буде плюсом:
- Досвід роботи з CRM Helpdesk\Livechat.
- Досвід роботи з клієнтами.
- Вміння працювати з чатом та електронною поштою, зосереджуючись на потребах клієнтів.
- Досвід утримання клієнтів та вирішення заперечень.

Що буде входити до ваших функціональних обов’язків?:

- Спілкування з англомовними клієнтами через чат, електронну пошту та месенджери.
- Розвиток та підтримка довгострокових відносин з клієнтами, забезпечення високого рівня обслуговування.
- Робота з запереченнями та вирішення вхідних запитів через чат та електронну пошту.
- Допомога з вирішенням питань від клієнтів.

💸ЗП: 700$ на випробувальний термін, після вт +200$ по результатах КРІ.

Оскільки наша підтримка працює 24\7, посада передбачає різні зміни (ранкові і нічні). Графік 5\2:

- Перша зміна - вівторок (ранкова 07:00 - 15:00)
- Друга зміна - середа (ранкова 07:00 - 15:00)
- Третя зміна - п'ятниця (нічна 23:00 - 07:00)
- Четверта зміна - субота (нічна 23:00 - 07:00)
- За домовленістю - четвер нічна, або неділя нічна, або додатковий вихідний

Не пропустіть цю неймовірну можливість бути частиною нашої команди! 

Що ми пропонуємо:
🧲Можливість працювати віддалено;
🧲Оплачувана відпустка (20 робочих днів), лікарняні (10 днів) та додаткова оплата за роботу в святкові дні;
🧲Медичне страхування;
🧲Покриваємо 50% вартості курсів англійської;
🧲Безкоштовні консультації наших юристів та додаткова знижка 50% на будь-який вид юридичних послуг;
🧲Гнучкий графік;
🧲Перегляд заробітної плати відповідно до показників;
🧲Наявність бази знань.

IT Support & Operations Specialist — Europe

About the role

We are looking for an experienced and self-driven IT Support & Operations Specialist to build manage IT operations across our European offices.

This person will be responsible for employee devices, office IT infrastructure, user support, vendor coordination, asset management, and basic information security controls. The role requires someone located in the European Union or UK who can work independently, provide remote support to multiple locations, and travel to European offices if on-site assistance is required.

The successful candidate will not only resolve technical issues but will also build and improve a structured IT support process across the region.

Key responsibilities

User and workplace support

• Provide remote and on-site IT support to employees across European offices.
• Configure, deploy, maintain, and troubleshoot Windows and macOS laptops.
• Support office equipment, including monitors, docking stations, printers, scanners, conference room equipment, and other peripherals.
• Troubleshoot connectivity, Wi-Fi, VPN, software, account access, and hardware-related issues.
• Support employee onboarding, offboarding, and equipment replacement processes.
• Prepare devices and user accounts for new employees.
• Ensure access and company data are properly removed or secured during offboarding.
• Maintain clear communication with users and ensure support requests are resolved within agreed timelines.

Helpdesk and IT processes

• Establish and maintain a centralized helpdesk and ticket management process.
• Define request categories, priorities, escalation procedures, and response expectations.
• Create and maintain internal IT documentation, troubleshooting guides, and employee instructions.
• Identify recurring issues and implement permanent solutions instead of repeatedly resolving the same incidents.
• Track support performance, common issues, unresolved requests, and user satisfaction.
• Coordinate escalations with internal engineering teams, software providers, and external vendors.

Device and asset management

• Maintain an accurate inventory of laptops, accessories, licenses, and other IT equipment across European offices.
• Manage the complete device lifecycle, including purchasing, configuration, assignment, repair, replacement, return, and secure disposal.
• Implement and maintain device management standards using MDM or endpoint management solutions.
• Ensure devices are encrypted, updated, protected, and compliant with company security requirements.
• Manage software deployment, operating system updates, endpoint protection, and device configuration policies.
• Monitor warranty status and coordinate repairs or replacement with vendors.

Office IT infrastructure

• Support and maintain office networks, Wi-Fi, internet connectivity, printers, meeting room systems, and other local infrastructure.
• Coordinate office openings, relocations, expansions, and IT equipment installations.
• Diagnose local network and connectivity issues and work with internet providers or local contractors to resolve them.
• Maintain basic documentation for each office, including network configuration, equipment inventory, providers, contracts, and emergency contacts.
• Ensure critical office infrastructure has appropriate backup and recovery procedures where required.

Vendor and procurement management

• Identify, evaluate, and select local IT suppliers, repair services, internet providers, and other technical vendors.
• Request and compare commercial proposals.
• Coordinate equipment purchasing and service delivery.
• Monitor vendor performance, service quality, costs, contracts, and SLA compliance.
• Maintain relationships with vendors across different European countries.
• Look for opportunities to standardize equipment and reduce unnecessary costs.

Security and access management

• Apply and monitor company IT security policies across employee devices and offices.
• Ensure laptops use disk encryption, screen locking, endpoint protection, secure authentication, and current operating system updates.
• Support implementation and maintenance of multi-factor authentication, password management, VPN, and device management solutions.
• Assist with user access reviews and removal of unnecessary access.
• Help security team identify and escalate security risks, suspicious activity, lost devices, phishing attempts, and policy violations.
• Support security awareness activities and provide employees with practical guidance on secure device usage.
• Ensure company equipment and data are handled in accordance with internal policies and applicable European data protection requirements.

Required experience and skills

• 8+ years of experience in IT support, system administration, workplace IT, or a similar role.
• Practical experience supporting users across multiple offices or countries.
• Strong troubleshooting skills for Windows and macOS devices.
• Experience with Google Workspace administration.
• Experience with user onboarding, offboarding, account management, and access permissions.
• Understanding of office networks, Wi-Fi, VPN, DNS, DHCP, TCP/IP, and basic firewall concepts.
• Experience supporting printers, meeting room equipment, and office peripherals.
• Experience with ticketing or helpdesk systems such as Jira Service Management, Zendesk, Freshservice, ServiceNow, or similar.
• Understanding of endpoint security, disk encryption, MFA, password managers, antivirus or EDR solutions, patch management, and secure device disposal.
• Experience managing IT assets, equipment procurement, and external vendors.
• Ability to document processes and create clear technical instructions.
• Strong organizational and prioritization skills.
• Ability to work independently, take ownership, and make practical decisions without constant supervision.
• Good written and spoken English.

Nice to have

• Experience establishing a helpdesk process from scratch.
• Experience managing IT operations for distributed or remote-first companies.
• Experience with identity providers and SSO solutions such as Microsoft Entra ID, Okta, Google Workspace
• Basic knowledge of Linux.
• Experience with automation using PowerShell, Bash, Python, or similar tools.
• Familiarity with ISO 27001, SOC 2, GDPR, or similar security and compliance frameworks.
• Experience with Apple Business Manager, Windows Autopilot, zero-touch device deployment, or similar technologies.
• Experience supporting office IT projects in several European countries.

Personal qualities

• Strong sense of ownership and responsibility.
• Service-oriented approach and good communication with non-technical employees.
• Ability to organize work without detailed day-to-day supervision.
• Practical and cost-conscious decision-making.
• Ability to distinguish urgent incidents from routine support requests.
• Willingness to investigate root causes and improve processes.
• Comfortable coordinating several vendors, offices, and requests simultaneously.

Location and working model

• The candidate must be based in the European Union.
• The role is primarily remote.
• Occasional travel to company offices across Europe will be required.
• The candidate must be legally authorized to work in their country of residence.
• Availability during standard European business hours is required.

Success in this role

During the first months, the successful candidate is expected to:

• Create a clear inventory of European IT equipment, vendors, systems, and office infrastructure.
• Introduce or improve the centralized helpdesk process.
• Standardize employee onboarding and offboarding procedures.
• Establish minimum device and endpoint security requirements.
• Document the IT setup and escalation contacts for every European office.
• Identify major operational and security risks and prepare an improvement plan.
• Improve visibility into IT costs, equipment lifecycle, and vendor performance.
• Reduce recurring support issues through standardization, documentation, and automation.

About the role

We are looking for a Senior Customer Success Manager who will help our US clients maximize the value of YouScan and achieve their business goals through AI-powered social listening.
This role combines strategic customer success, consulting, client growth, and revenue ownership. You will work with enterprise and mid-market clients, build long-term partnerships, drive retention and expansion revenue, and act as a trusted advisor for marketing teams at global brands.
 

About YouScan

YouScan is an AI-powered social listening platform that helps brands analyze online conversations, understand their audiences, and make smarter marketing decisions.
Our clients include global brands and agencies such as Nestlé, Coca-Cola, McDonald’s, and many others. We combine AI, image recognition, and consumer intelligence to help companies “hear” their consumers across digital channels.
 

Key Responsibilities

• Build and maintain long-term partnerships with clients in the USA market.
• Ensure high customer retention and customer satisfaction levels.
• Conduct onboarding sessions, trainings, strategic consultations, and Business Reviews.
• Help clients achieve measurable business outcomes using YouScan.
• Identify upsell, cross-sell, and expansion opportunities.
• Manage renewals and proactively minimize churn risks.
• Analyze usage metrics, customer health, and engagement.
• Act as the voice of the customer internally.
• Collaborate closely with Product, Sales, Marketing, and Support teams.
• Handle complex negotiations and customer escalations.
• Help clients integrate social listening insights into their marketing and business processes.
• Participate in creating customer education content: webinars, FAQs, case studies, knowledge base materials, and trainings.
• Working hours: 3 PM – 12 AM Kyiv time.

Functional Responsibilities

• Consult and train English-speaking YouScan users.
• Deeply understand clients’ business goals and use cases.
• Build success plans and adoption strategies.
• Manage contracts, renewals, payments, and tenders.
• Analyze user behavior and customer feedback.
• Prepare business reviews, presentations, and performance reports.
• Contribute to product improvement prioritization based on customer feedback.
• Coordinate internal teams to achieve customer outcomes.

Required Skills & Experience

Must-have:

• 3+ years of customer-facing experience.
• Experience working in SaaS B2B companies.
• Experience working with the USA clients.
• Experience managing enterprise clients.
• Experience driving retention, renewals, and expansion revenue.
• Proven measurable retention and growth results.
• Fluent English (C1–C2).
• Strong presentation and communication skills.
• Experience handling complex negotiations and escalations.
• High level of self-organization and ownership mindset.
• Proactive, problem-solving approach to work.
• Experience conducting onboarding sessions, trainings, and workshops.
• Understanding of marketing, social media, online reputation management, and consumer insights.
• Knowledge of AI / MarTech / Social Listening is a strong advantage.
• Location - worldwide, preferably Ukraine.

What is specially important for this role

Business-oriented mindset

We are looking for someone who:
 

• understands SaaS metrics such as ARR, MRR, NRR, and GRR;
• can influence revenue growth;
• speaks the language of business outcomes;
• builds strategic customer relationships.

Proactive communication

A Senior CSM at YouScan is not a reactive support role.
We value people who:
 

• initiate communication proactively;
• identify and prevent risks early;
• proactively drive product adoption;
• manage accounts strategically.

Executive presence

We expect:
 

• confidence in leading calls with senior stakeholders;
• the ability to communicate clearly and concisely;
• the ability to act as a trusted advisor to clients.

KPI & Expected Results

Core KPIs:

• Net Revenue Retention (NRR)
• Gross Revenue Retention (GRR)
• Expansion revenue
• Product adoption
• Customer Satisfaction (CSAT)

Target Metrics:

• Customer Retention Rate >100%
• Net Revenue Retention ≥100%
• Customer Satisfaction Rate >98%

What we offer

• Competitive salary + bonuses for expansion and upsells.
• Opportunity to work with global brands and enterprise clients.
• Access to modern AI and MarTech solutions.
• Strong customer-centric culture and team.
• Learning, knowledge sharing, and professional development opportunities.
• Structured onboarding and internal knowledge base.
• Automation of routine processes and a modern tech stack.
• Hybrid work format (Kyiv) or fully remote.
• Unlimited Leave Policy (yeah, really).
• 4-day work week during summer.
• Work in an ethical product company with a strong culture and growth mindset.
• Company and team support during wartime conditions.