Jobs Customer/Technical Support

Position Summary: 

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

Key Responsibilities: 

Agents in this role handle both incoming and outgoing communications to ensure complete issue resolution.

• First Point of Contact: Act as the primary support contact for retailer inquiries across all active client programs
• Kiosk Troubleshooting (Touchpoint Support): Diagnose and resolve device power issues, network connectivity problems, scanner/printer malfunctions, and payment device errors
• Loyalty Program Support: Address loyalty program issues and provide general app support to retailers
• Marathon POS Configuration Support: Provide basic setup guidance, verify configurations, and coordinate with the support team for complex POS requests
• CRM Ticket Management: Triage and respond to support inquiries, accurately documenting issue details, troubleshooting steps, and resolutions
• Knowledge Base Utilization: Apply macros, KB articles, and established troubleshooting flows to resolve common issues efficiently
• Guided Troubleshooting: Walk retailers through common fixes including kiosk reboots, connectivity checks (Wi-Fi/Ethernet/VPN), and app reinstall or settings verification
• Outgoing Communication: Proactively contact retailers and on-site personnel to gather additional information, verify issue resolution, and coordinate troubleshooting steps, or to reach the other aim defined by the project.
• Multi-Project Coverage: Provide support across all active client programs (currently Touchpoint and Marathon ARCO Rewards) with readiness to support new customers as onboarded
• Escalation Management: Escalate tickets appropriately to Platform Support, Engineering, or Hardware Ops when issues fall outside first-contact resolution scope
• L1 Escalation Handling: Receive and resolve escalated cases from Level 1 members support team, providing guidance and advanced troubleshooting
• Documentation Maintenance: Collaborate with internal teams to keep support documentation current and identify gaps in the knowledge base
• Continuous Learning: Participate in ongoing training to stay informed on product updates, configuration changes, and support processes

Qualifications: 

• 1+ year of experience in customer support, help desk, or technical troubleshooting roles 
• Familiarity with kiosk systems, POS hardware, or retail environments preferred 
• Basic understanding of network troubleshooting (Wi-Fi, Ethernet, VPN, static IP) 
• Ability to manage multiple cases at once while staying organized and responsive 
• Excellent communication skills — able to clearly explain solutions to both technical and non-technical users 
• Experience with Freshdesk, Jira, or similar ticketing tools is a plus 
• Exposure to MDM tools and payment hardware is helpful but not required 

Schedule: 

• Mon-Fri: 1 pm ET-10 pm ET

JarvisHeart is a rapidly expanding global IT & Tech company based in Cyprus, dedicated to its team, providing an inspiring dynamic work culture.Established in 2024, we are aimed to deliver services and solutions for businesses. We attract and retain the best IT professionals, offering avenues for development and progress to provide exceptional solutions to clients around the globe. Join us and become a part of JarvisHeart’s success story.

Core Responsibilities

• Player Support via Live Chat: Handle inbound player inquiries through live chat and email - account issues, bonuses, payments, and general platform questions.
• Outbound Calls: Conduct outbound calls when required to follow up on unresolved cases, clarify player issues, or complete verification procedures.
• Issue Resolution & Escalation: Resolve standard and complex player issues independently; escalate edge cases to relevant teams (Antifraud, Billing, Retention) when necessary.
• CRM & Ticket Management: Accurately log all interactions in the CRM system, maintain case documentation, and follow established support workflows and scripts.
• Quality & Compliance: Follow quality standards, internal guidelines, and responsible gambling policies in every player interaction.

Requirements

• Minimum 1 year of experience in a customer support role — preferably within iGaming, betting, FinTech, or a closely related industry.
• Strong written English communication skills (B2+ level); ability to convey information clearly and professionally in chat and email.
• Confident verbal English for outbound calls and voice communication when needed.
• Proficiency with CRM and chat systems (LiveChat/Helpdesk/Intercom/Zendesk); comfortable navigating multiple tools simultaneously.
• Stress-resistant and solution-oriented — able to stay calm and constructive with demanding or frustrated players.
• Basic understanding of iGaming mechanics: casino products, sports betting, bonus structures.
• Own equipment required: personal computer/laptop meeting minimum performance requirements, stable internet connection (min. 20 Mbps).

Nice to Have

• Knowledge of KYC / AML procedures.
• Familiarity with responsible gambling frameworks.

Work Schedule 

Working Hours: Rotating shift schedule — 2 days on / 2 days off, 12 hours per shift.

Shift Times:

• Day shift: 09:00 – 21:00
• Night shift: 21:00 – 09:00

Remote Work Conditions:

• Fully remote position 
• Personal equipment required (PC/laptop + stable internet connection)

Delta M is a product IT company that is part of the international Delta M Group. The company has been successfully operating in Ukraine, Kazakhstan, Uzbekistan, Poland, etc. for over 18 years.

Our software, Delta M. CRM and Delta Tel, is installed in more than 100 banking and financial institutions in more than 15 countries, which collectively administer databases with more than 30 million records and is the best system solution in terms of price/functionality.

Our partners include leading banks, credit unions, housing and utilities companies, telecommunications companies, and companies in other sectors of the economy.

We expect you to have:

Technical education.

Experience working with the console (cmd).

Basic knowledge of Windows Server 2008, 2012, 2016 (would be a plus).

Good knowledge of Windows 10 (required).

Basic knowledge of SQL, at least 3 months of experience, select, join.

Experience with any CRM system (a plus).

Basic knowledge of API processes.

Competent written and spoken language.

Strong communication skills, responsibility.

Responsibilities:

Timely response to customer inquiries.

Solving problems at the technical level.

Assigning tasks to the second line of support with a description.

Monitoring the deadlines for completing tasks related to inquiries.

Working conditions:

Work in a successful international business and opportunities to realize your potential and ambitions in a rapidly growing and developing field!

Internal and external training.

A company with a developed corporate culture and a rich life.

Work schedule during the probationary period Mon-Fri: 9:00 a.m. - 6:00 p.m. Kyiv time (on-call duty on weekends, 1-2 times a month).

Remote work.

Competitive salary.

GR8_TECH builds B2B iGaming platforms for operators who play to lead.

We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions.

With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos.

Our ambition drives us. Our people make it real.

If you’re a challenger in spirit and a champion in action — join us.
 

Why this role exists:

This role exists to protect client trust and deliver seamless technical problem resolution for our B2B partners. You’ll help us maintain strict SLA commitments and uninterrupted platform availability by taking full ownership of complex L1 support cases, system alerts, and critical incident coordination.
 

What you’ll drive:

Ticket Ownership & Technical Investigation

• Independently validate, investigate, and resolve complex B2B tickets using server logs, monitoring tools, and Browser DevTools.
• Replicate user-reported issues to isolate root causes across APIs, client-server interactions, and integration layers.
• Review incoming technical fixes from L2/L3 teams to ensure solutions are fully tested and directly address client needs before closing tickets.

Incident Response & Operational Execution

• Coordinate L1 incident workflows during outages, including hosting incident calls, maintaining technical timelines, and issuing public status updates.
• Monitor real-time platform alerts, instantly triaging anomalies to prevent potential SLA breaches.
• Proactively drive backlog management, ensuring clear client follow-ups and transparent delay notifications.

Collaboration & Knowledge Sharing

• Translate complex technical root causes into actionable, human-readable updates for clients and non-technical stakeholders.
• Guide Junior Specialists on investigation techniques, log analysis, and effective ticket routing.
• Escalation path management: Route fully documented, edge-case issues to L2/L3 engineering teams with detailed diagnostic data.
   

What makes you a GR8 fit:

Must-Have

• 1+ years of experience in B2B Customer Support, Technical Support, Service Desk, Application Support, or operations in a B2B SaaS or high-load digital environment.
• Hands-on experience analyzing server logs, administrative back-office tools, and Browser DevTools.
• Practical knowledge of ticketing platforms (Jira/JSM, Zendesk, or ServiceNow) and incident workflows (L1–L3 framework).
• Proven ability to coordinate critical incidents (organizing response calls, tracking timelines, writing client updates).
• Flexibility to work full-time on a shift-based, 24/7 rotating schedule (including nights, weekends, and holidays).
• B1–B2+ English proficiency alongside fluent Ukrainian or Russian for technical documentation and internal communication.

Nice-to-Have

• Direct experience in iGaming, fintech, or payment processing ecosystems.
• Basic understanding of API structures and HTTP request/response payloads.
• Prior experience managing incident response tools like Statuspage.
   

Why you’ll love working here: 

Benefits Cafeteria — annual budget you allocate to:

Sports • Medical • Mental health • Home office • Languages.

Work-life & support

• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Remote-first + tech support + coworking compensation.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.
   

Our culture & core values:

GR8_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back.

FUELLED BY TRUST: we’re open, honest, and have each other’s backs.

OWN YOUR GAME: we take initiative and own what we do.

ACCELER8: we move fast, focus smart, and keep it simple.

CHALLENGE ACCEPTED: we grow through challenges and stay curious.

BULLETPROOF: we’re resilient, ready, and always have a plan.

GR8_TECH builds B2B iGaming platforms for operators who play to lead.

We deliver full-cycle, high-impact tech designed to scale — from seamless integrations and expert consulting to long-term operational support. Our platform powers millions of active players and drives real business growth. Call it what it is: the iGaming Platform for Champions.

With 1000+ GR8 people across locations and time zones, we don’t just ship technology — we help operators build success stories across brands, markets, and geos.

Our ambition drives us. Our people make it real.

If you’re a challenger in spirit and a champion in action — join us.
 

Why this role exists:

This role exists to ensure the technical reliability of our Engagement-CRM platform for B2B operators. You’ll help us maintain high service quality by performing initial request reviews, diagnosing technical issues using logs and admin panels, and guiding clients on correct system configurations using ready-made runbooks.
 

What you’ll drive:

B2B Core Operations & Engagement-CRM Handling

• CRM Ticket Processing: Investigate B2B requests and non-standard incidents related to user journeys, trigger events, promotional campaigns, segmentation parameters, and bonus allocation rules.
• Data & Parameter Verification: Check user data, activity statuses, campaign parameters, and bonus states in internal admin panels and via database queries.
• Support & Client Guidance: Advise L1 support teams and B2B operators on standard and complex configuration settings within Engagement-CRM.

Technical Troubleshooting & Escalation

• Log & Trace Analysis: Search and analyze microservice logs in Kibana/OpenSearch using identifiers and correlation keys (User ID, Trace-ID, Activity ID, Campaign ID) to locate the root cause of failures.
• API & Delivery Diagnostics: Inspect REST API endpoints, request/response structures, and webhooks using Postman or cURL. Use Browser DevTools (Network/Console) to troubleshoot frontend errors and verify notification delivery across Push, SMS, and Email/SMTP channels.
• Quality L3 Escalation: Collect essential technical evidence (raw payloads, log snippets, SQL records, screenshots) and prepare clear, reproduction-ready bug reports in Jira for Engineering (L3/QA).

SLA & Knowledge Sharing

• Meet B2B SLAs: Ensure compliance with response and resolution time targets for assigned L2 tickets.
• Update Knowledge Base: Keep diagnostic instructions, verification checklists, and runbooks up to date for L1 and Junior specialists based on resolved cases.
   

Why makes you a GR8 fit:

Must-have

• B2B Support Experience: 2-3+ years in L2 technical support, application support, or product platform operations using Jira / Jira Service Management (JSM).
• Experience in B2B MarTech, CRM platforms, E-commerce, or the iGaming industry.
• Practical Troubleshooting: Ability to analyze unscripted technical incidents and isolate root causes using diagnostic tools rather than relying solely on fixed templates.
• Log Searching: Practical skills searching logs in Kibana/OpenSearch/Sentry using basic identifiers and correlation keys (User ID, Trace-ID, Campaign ID).
• Basic SQL: Practical ability to write read-only SQL queries (MySQL, PostgreSQL, or Athena) to check user states, event records, or bonus statuses.
• Web & API Basics: Understanding of REST API principles (HTTP status codes, request/response JSON payloads) and hands-on experience using Postman or cURL.
• DevTools & Notification Gateways: Experience with Browser DevTools (Network/Console) and basic understanding of messaging delivery channels (Push, SMS, Email).
• Languages: Intermediate English (B1–B2) for technical documentation and internal notes; fluent Ukrainian or Russian for daily communication.

Nice-to-have

• Basic familiarity with monitoring tools like Grafana.
• Experience writing simple diagnostic guides or checklists for support teams.
   

Why you’ll love working here: 

Benefits Cafeteria — annual budget you allocate to:

Sports • Medical • Mental health • Home office • Languages.

Work-life & support

• Paid maternity/paternity leave + monthly childcare allowance.
• 20+ vacation days, unlimited sick leave, emergency time off.
• Remote-first + tech support + coworking compensation.
• Team events (online/offline/offsite).
• Learning culture with internal courses + growth programs.
   

Our culture & core values:

GR8_TECH culture is how we win — through trust, ownership, and a growth mindset. We move fast, stay curious, and keep it real, with open feedback, room to experiment, and a team that’s got your back.

FUELLED BY TRUST: we’re open, honest, and have each other’s backs.

OWN YOUR GAME: we take initiative and own what we do.

ACCELER8: we move fast, focus smart, and keep it simple.

CHALLENGE ACCEPTED: we grow through challenges and stay curious.

BULLETPROOF: we’re resilient, ready, and always have a plan.

Who we are:
Selesa offers IT outsourcing, specialist out-staffing, and project management services to enhance business operations. We focus on providing skilled professionals for IT needs, including development, security consulting, and business development. Selesa also manages sales, account management, and human resources to support company growth. Our services are known for efficiency, quality, and strong communication, making us a trusted partner for businesses looking to streamline and secure their IT infrastructure. Originated in Vilnius, Lithuania, we cater to global clients.

Who we are looking for:

We are looking for a Level 2 Support Specialist to act as the technical bridge between customer-facing Level 1 agents and Level 3 team, responsible for investigating and resolving complex issues in integrations with partners, payments, bonus malfunctions, and other platform issues. s.

Responsibilities

• Resolve complex technical incidents related to games, transactions processing, API requests
• Perform root cause analysis,prepare incident reports, escalate to L3 or dev team
• Manage second line investigation of issues and testing of newly released games 
• Perform detailed testing of the integrations with providers and operators
• Analyze logs and metrics to identify failures or anomalies
• Gather client requirements to coordinate with team
• Provide help to customer inquiries
• Coordinate the communication flow between L1 and L3 teams for escalated issues.
• Handle client escalations by updating status flags, escalating to L3.
• Identify and troubleshoot different types of APIs and customer integrations issues
• Maintain internal documentation

Requirements:

• Excellent communication skills
• Good knowledge of ticketing systems
• General understanding of client-server architecture
•  iGaming-specific knowledge would be a plus
• 2+ years of experience in Customer or Technical Support
• Strong analytical and troubleshooting mindset
• Expertise with documenting processes and knowledge
• Proficiency in English
• Strong attention to detail and teamwork skills
• Ability to meet deadlines in a fast-paced environment

What we offer:

• Fully remote position with a flexible schedule
• Long-term opportunity with potential for financial and career advancement

• Supportive and positive work culture, collaborating with like-minded teammates

   

When submitting your application, please make sure to include your responses to the following screening questions in your COVER LETTER:

1. Please explain to us your level of spoken/written English. Just rank it from 1 to 10, where 10 means a Native Speaker; 8-9 means a Near Native Speaker; 6-7 means Fluent Speaker; under 6 any further levels.
2. Can you share examples from your portfolio that showcase your Level 2 Support experience?
3. What are your monthly salary expectations for a long-term, full-time position (if we consider 40 hours a week)?
4. What is your notice period and how soon can you join ?

Feenko is a mobile product in the personal finance space that helps people track, understand, and control their spending and subscriptions.

We launched from scratch almost a year ago and already have 100,000+ users, positive unit economics, and rapid growth, with a primary focus on the US market. Backed by a recent partnership with Visa, we are unlocking new opportunities for scaling.

While mobile is the heart of our product, web is the heart of our growth: our web funnel is where users discover Feenko and become paying subscribers.

We are looking for a Junior+ / Middle Customer Support Specialist to join our ambitious team and help us improve the experience of our users. We work with a minimum of bureaucracy, encourage quick decisions, and give you the freedom to improve and automate processes.

Our Support team is the first point of contact for existing and potential Feenko users. We do not just answer questions — we help users have the best possible experience with our product. The team works closely with Developers, Designers, and Marketing: we share detailed user feedback, find weak points in our processes, and suggest solutions that make the product and support more convenient and effective.

Challenges you will work on:

• Be the voice and face of Feenko for our users — handle user requests by email and, in the future, in online chats, mainly in English. For other languages, we use available AI tools.
• Become an expert in the product — learn all its features and flows so you can find answers independently and help users in different situations.
• Be the voice of the user inside the team — notice repeated problems and useful insights, share them with the Product team, and directly help improve the user experience.
• Improve Support processes — from small changes to macros and instructions to testing and launching new tools and flows.
• Go deeper into the product than the user — find weak points in the flows, notice where users have difficulties, and suggest how to make the product and Support more convenient.
• Work with user experience in public channels — help resolve user issues on Apple App Store, Google Play, Trustpilot, and Facebook, and directly influence the quality of the Feenko user experience and product ratings.
   

What is important to us:

1.Experience & hard skills:

• English level B2 or higher — written English is your main working tool, while spoken English may be needed for occasional calls.
• At least 1 year of experience in a customer-facing role — Support, Account Management, or Customer Success. You have worked with ticketing systems such as Zendesk, Intercom, Freshdesk, or similar tools.
• Experience with mobile apps and payment systems (Stripe, Solidgate, PayPal, or similar).
• Experience with subscription-based businesses is a strong plus — you understand how monetization, funnels, upsells, and renewals work, including how subscriptions and billing are handled on App Store and Google Play.

2.How you work:

• You communicate clearly and with empathy — you write personalized, natural replies that solve the root cause of a user's issue (not just close the ticket), explain complex things in simple words, and stay calm and respectful even in difficult situations.
• You take ownership of the result — you double-check information before you reply, prepare accurate and complete requests for Technical, Product, or Legal teams, and understand that your work directly affects the team, our users, and Feenko's reputation.
• You adapt and learn fast — new tools, flows, and processes feel like an opportunity to improve your work, not a burden.
   

What you get:

• Competitive salary — the final salary is discussed based on your experience and interview results.
• Health insurance — available if needed, after 2 month of work with us.
• Remote work — work from wherever you are. You only need your own reliable computer and a fast, stable internet connection.
• Shift-based schedule — 5/2, with shifts from 11:00–20:00 and 16:00–01:00, so you can plan your days around it.
• Fast growth and real impact — Feenko is a fast-growing product company, so things move quickly. You will work on new challenges, learn a lot, and see the direct impact of your work on the product and user experience.
• Freedom and room to grow — minimum bureaucracy, quick decisions, and the freedom to improve processes, use AI and automation, and develop your skills together with the product.

Waiting for your CV!

We are looking for a detail-oriented and responsible Payment Officer to join our Gaming team. In this role, you will be responsible for processing customer withdrawals, monitoring payment transactions, identifying suspicious activity, and ensuring smooth payment operations in a fast-paced 24/7 environment.
 

HOW YOU WILL MAKE AN IMPACT

• Process customer withdrawals accurately and within SLA timelines
• Monitor payment queues and ensure timely transaction handling
• Verify transactions according to internal procedures and compliance requirements
• Identify suspicious transactions, fraud patterns, or anomalies and escalate them when necessary
• Work closely with Risk, Anti-Fraud, Support, and Payments teams
• Handle high-volume transaction workflows efficiently
• Maintain high standards of accuracy and operational quality
• Report recurring issues and suggest process improvements
• Follow AML, KYC, and fraud prevention procedures
• Adapt quickly to changing priorities and operational demands
   

WHAT WILL HELP YOU SUCCEED IN THE ROLE

• 1+ year of experience in Payments, Gaming, Fintech, or related industries
• Basic understanding of payment systems, payment providers, and transaction flows
• Familiarity with AML, KYC, and fraud prevention principles
• Experience processing withdrawals and handling payment operations
• Strong attention to detail and ability to follow procedures consistently
• Analytical mindset with the ability to identify irregularities and suspicious behavior
• Good communication and teamwork skills
• Ability to work under pressure in a high-volume environment
• Experience working in shift-based or 24/7 operations is a plus
• English level: Upper-Intermediate or higher
   

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!
• 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.

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

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

We Offer:

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

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

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

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

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

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

About Us

Aviatrix is an award-winning iGaming Metaverse that gained global traction for its innovative mechanics and engaging design.

We're an international product company in the gambling sector. Our mission is to empower gambling businesses worldwide by streamlining their operations and elevating the player experience with groundbreaking features.

Joining us means becoming a part of a company that prioritizes steady progress, efficiency and innovation. Our growth is consistent and thoughtful. We avoid sharp leaps in employee expansion, as we’re striving to ensure the correct establishment of processes and smooth development. This approach allows us to maintain a stable environment and makes our company a standout place to advance your career in the iGaming industry.

Key Responsibilities

• Provide timely and professional support to B2B partners via support channels.
• Create and configure bonuses, skins and promo codes in accordance with partner requirements.
• Monitor anti-fraud dashboards and system alerts during the night shift, promptly escalating suspicious activity when required.
• Perform first-line investigation of technical and integration-related issues (game availability, API-related requests, mirror switching, basic integration troubleshooting).
• Analyze gameplay and bets to investigate partner requests.
• Escalate technical issues to the appropriate internal teams while providing all necessary diagnostic information.

• Support the multilingual content update workflow.

   

Expected Skills

• At least 1 year of commercial experience in Technical Support, B2B Support or Customer Support.
• Strong attention to detail and a high level of accuracy.
• Ability to stay focused during periods of low activity and react quickly when issues arise.
• Comfortable performing repetitive tasks while maintaining quality.
• Strong analytical and problem-solving skills.
• Ability to investigate issues independently before escalation.
• Experience working with Google Sheets / Microsoft Excel.
• Upper-Intermediate or higher level of English.
• Fluent Russian.

Nice to have

• Experience in iGaming.
• Experience working night shifts.
• Experience in B2B support.
• Basic understanding of API documentation and integration processes, Postman, JSON.

You will be an excellent fit, if you

• Exceptionally detail-oriented and meticulous.
• Remain calm and responsible during night shifts.
• Comfortable working independently for extended periods.
• Reliable, disciplined and proactive.
• Don't lose concentration during routine tasks.
• Can prioritize issues correctly and escalate when necessary.

Working Conditions

• Night shifts (solo).
• Schedule: 4/4. The schedule may occasionally change to ensure team coverage during vacations, sick leaves and other operational needs.
• Working hours: 20:00–08:00 (GMT+3).

Hiring process

Application > Preliminary call > Hard skill interview > Cultural fit interview > Reference check > Offer

We are a fast‑growing iGaming product operating across Tier‑1 markets and serving millions of users worldwide. Our team combines deep industry expertise, years of hands‑on experience, and a strong professional network - making us ambitious, highly capable, and ready to scale. We are looking for a Customer Support Agent who can deliver world‑class customer service, resolve complex issues, and ensure a seamless player experience.

Key Responsibilities:

• Handle customer inquiries via chat, email, and ticketing systems.

• Resolve account, payment, bonus, and gameplay‑related issues within SLA.

• Escalate technical or product‑related cases to relevant teams.

• Track and document bugs, feature requests, and user feedback.

• Maintain high customer satisfaction scores (CSAT, NPS).

• Contribute to continuous improvement of support processes.

Requirements:

• 1+ years of experience in customer support in iGaming.

• Strong communication skills and ability to work under pressure.

• English proficiency at B2+ level (mandatory); additional languages are a plus.

• Experience with ticketing systems (Zendesk, Freshdesk, Jira Service Desk).

• Understanding of iGaming products and user experience.

• Proactive, detail‑oriented, and solution‑driven mindset.

We offer:

• Work in an international Tier‑1 iGaming environment.

• Remote work format with flexible schedule.

• Opportunities for professional growth and skill development.

• Collaborative, multicultural team atmosphere.

We are looking for a customer-oriented Technical Support Specialist to join our team. In this role, you will deliver technical support to customers of a leading Canadian-based web hosting and IT solutions provider. Your primary focus will be delivering real-time support via live chat and email, assisting users with hosting (web, mail), domain, and logo building-related technical inquiries, as well as basic hosting account and subscription management. You will be the first line of support, ensuring every customer receives fast, empathetic, and effective solutions. Shifts for choice:
 

Main shift- Mon-Fri 15:00 - 00:00 (1 hour break) Kyiv time

Night Shift: Mon-Fri 23:00-8:00 (1 hour break) Kyiv time

Key Responsibilities

• Provide fast, professional, and empathetic technical assistance primarily over live chat, with occasional email/ticket handling.
• Troubleshoot technical issues related to web hosting, domain registration, DNS records, SSL certificates, email configurations and creations of customer logo.
• Assist customers with basic account administration, including managing hosting subscriptions, orders, and other regular billing inquiries.
• Manage multiple concurrent live chat conversations effectively without compromising communication quality or resolution speed.
• Explain complex technical topics to non-technical users with patience, clarity, and reassurance.
• Perform thorough initial investigations, resolve eligible cases directly, and escalate complex cases to specialized technical teams with complete diagnostic notes.

Requirements & Skills:
 

Technical & Operational Knowledge:

• Good understanding of hosting concepts such as hosting types, DNS, domain registration, WHOIS service and other core concepts.
• Familiarity with web protocols (HTTP, HTTPS, FTP) and SSL certificate validation and management.
• Basic understanding of email delivery protocols (IMAP, POP3, SMTP) and email client troubleshooting.
• Knowledge of browser troubleshooting techniques.
• Fundamental understanding of database concepts and core website structure.
• General familiarity with basic account administration, order processing, and subscription/billing workflows.

Soft Skills & Attributes:

• Strong written English skills with a clear, polite, and professional communication style.
• Proven multitasking ability with comfortable handling of fast-paced live chat concurrency.
• Customer-first support mindset centered on empathy, active listening, and problem ownership.
• Strong critical thinking skills and a consecutive approach to troubleshooting.
• Strong learning skills and alignment with corporate culture.

Headway Inc is a global tech company, revolutionizing lifelong learning by creating digital products for over 170 million users worldwide. Our mission is to help people grow. We’re proud to be ranked 4th among the World’s Top EdTech Сompanies by TIME magazine. We believe lifelong learning should be accessible, personalized, and impactful to each individual. That’s how we change the world and why we bring together exceptional minds.

The core of our achievements is our team. We believe in people and shared values SELECT. That’s why, together with Alona Sharai, Head of Support at Headway Inc, we’re looking for a Support Agent to help build scalable AI-powered support while influencing product decisions.
 

The team you'll be working with

Support works with almost every product at Headway Inc, in close contact with Product, Engineering, and Payments. Automation handles the routine. What reaches you is what it couldn't: refunds where the right call isn't obvious, users who've already had an answer and still don't have a solution.
 

How you grow here

Once your work on tickets is stable, you start taking on more alongside it – automations, analytics, knowledge base, the hardest cases – and eventually go deep in whichever direction fits you. The opportunities are there. Which ones you take, and when, is your call.
 

Why this is exciting

• Support here is being rebuilt, not maintained. Automation is already in production and carrying live volume. You'll be working with that system, and on it, as the agent role keeps shifting toward quality and analysis.
• Room to build instead of repeat. When volume allows, that time goes to learning and projects.
• A team that values proactivity, systemic thinking, and openness to feedback.
   

This role is your calling if you

• Take a problem to the end instead of handing it over, even when the end is three teams away.
• Ask why a flow exists, and notice when the answer doesn't hold up.
• Talk in outcomes: what you changed, why it mattered, how you know it worked.
• Pick up new tools fast and are comfortable around technology, AI included.
• Keep working well when priorities and processes move under you.
• Want feedback and aren't afraid to challenge the status quo.
• See support as a business function.
• Have some experience in support or another user-facing role. Mindset counts more than years.
• Communicate confidently in English (Upper-Intermediate and higher).
   

What you’ll do

• Handle complex user cases that require empathy and deep product understanding rather than templated responses.
• Work in synergy with AI tools: monitor response quality and continuously improve automation.
• Audit and improve support processes: identify inefficiencies and initiate scalable solutions.
• Act as a bridge between users and the product team by surfacing insights and recurring issues.
• Proactively detect anomalies or spikes in user requests and help mitigate risks early.
• Grow into the work behind the tickets – automations, analytics, and the knowledge base other agents rely on
   

What to know going in

• Day-to-day, this is agent work. User requests are the core of the job, and the automation and process side grows out of that rather than replacing it.
   

What do we offer

• Work within an ambitious team on a socially impactful education product.
• An office with a reliable shelter, generators, satellite internet, and other amenities.
• Access to our corporate knowledge base and professional communities.
• Personal development plan.
• Compensation for English language learning, external training, and courses.
• Medical insurance and full sick leave compensation.
• Sports activities: running, yoga, boxing, and more.
• Corporate holidays: we go on a week-paid holiday to rest and recharge twice a year.
• Supporting initiatives that help Ukraine. 
   

Working schedule

This is a full-time position with a hybrid remote option. It means that you can decide for yourself: whether you want to work from the office, remotely, or combine these options.

Support works in shifts: 8 hours a day, either Sunday to Thursday or Tuesday to Saturday.
 

Hiring process for this role
Screening call, interview with a team, reference check, bar-raising.

Are you interested? Send your CV!

Hi, we’re BetCare 👋
 

Our company specializes in multilingual customer care where we put heavy focus on sales, conversion, and customer reactivation strategies. Our clients are primarily from Europe, Canada, and Australia, so we operate in licensed markets globally.
 

Our team members’ strongest skills are Positive Language, Care and Sales. Our approach to every contact is to provide an excellent service experience in order to open up the customer to a sale.
 

WHO WE ARE LOOKING FOR 😎

We are seeking a highly motivated and organized VIP Manager

with at least an Advanced level of English proficiency and a minimum of 6 months of proven experience in a similar role in the Gambling niche. 

The ideal candidate has a proven track record in a similar role, excellent communication and troubleshooting skills, and a strong customer-focused mentality.

We value: respect, transparency, commitment, responsibility, and attention to detail.
We despise: dishonesty in any form, exaggerated snobbism, and unprofessional work ethics.

Main Responsibilities 🦾

• Build trust and maintain long-term relationships with high-value players through personalized communication and exceptional service.
• Drive player engagement through email, chat, and messenger platforms
• Boost player activity and retention by offering personalized bonuses, promotions, and exclusive deals.
• Monitor player behavior and activity to create individualized offers and memorable experiences.
• Work closely with CRM, Marketing, and Payments teams to ensure a seamless and premium VIP journey.
• Track, analyze, and report on key VIP KPIs, providing insights and suggestions for ongoing improvements.
  
   

A Few Musts ❗

• Proven experience as a VIP Manager in the iGaming industry.
• Strong command of English (C1 level).
• Outstanding communication skills, with a sharp eye for detail, empathy, and a professional tone.
• Resilience under pressure and confidence in managing high-value, high-demand clients.
• Solid understanding of bonus systems, KYC/verification flows, payment processes, and platform functionality.

WHAT WE OFFER 💎

• Fully remote work. In case you are Lviv based - ability to attend the office (which is absolutely pet-friendly 🐶).
• Comprehensive onboarding program, which will help you to facilitate your seamless integration into projects and enhance your adoption of best practices. (It is fully paid after successful completion).
• Diverse paid times off: Vacation, Recreation days, Birthday off, Sick leaves.
• Presents and bonuses from the company.

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