Jobs Customer/Technical Support

VIP Manager — Crypto Casino Project

We’re looking for an experienced and proactive VIP Manager to join our  Casino project. Your mission is to deliver a top-tier personalized experience to VIP and Pre-VIP players — increasing their engagement, deposits, and retention through strong relationships and data-driven communication.

🎯 Role Mission

Build trust and loyalty with high-value players by providing exceptional service, personalized offers, and consistent engagement. You’ll work with both existing and potential VIPs — including reactivation of cold leads — to drive player activity and long-term value.

💼 Key Responsibilities

• Manage active and dormant VIP / Pre-VIP players: communication, reactivation, and retention
• Provide personalized support to high-value clients (bonuses, consultations, special offers)
• Reactivate cold leads through email, Telegram, WhatsApp, and calls
• Offer tailored bonuses and reload campaigns according to the approved VIP matrix
• Analyze player activity: deposits, stakes, win/loss, frequency, and average ticket
• Monitor engagement and retention KPIs
• Collaborate with Support, Loyalty, Antifraud, and Payments teams to ensure smooth VIP service
• Prepare reports on player activity, campaign performance, and insights

🚀 Goals for the 3-Month Probation Period

• Review the current VIP database and communication processes
• Reactivate at least 5% of players from the cold base
• Onboard 10–15 new VIP / Pre-VIP clients for personal management
• Launch at least 3 personalized bonus campaigns (reload / cashback / exclusive offers)
• Achieve a +20% increase in deposits among reactivated players
• Provide weekly reports summarizing communications, results, and player feedback

🧭 Core Areas of Responsibility

• Manage inbound and outbound communications via LiveChat, Telegram, WhatsApp, and email
• Reactivate inactive and cold players through tailored offers and bonuses
• Track daily metrics: active players, reactivations, deposits, and win/loss
• Increase activity and deposit levels of existing clients
• Collect feedback and share player insights with product and marketing teams
• Work closely with Support, Antifraud, Payments, and CRM teams for fast and accurate VIP handling

💡 What We Expect

• 2+ years of experience in VIP / Retention / Account Management (preferably iGaming, betting, or crypto)
• Strong communication and client relationship skills
• Confident use of Telegram, WhatsApp Business, and CRM tools
• Solid understanding of metrics: Net Deposit, GGR, LTV, Retention D7/D30
• Excellent written and spoken communication
• English — B2+ (required), Ukrainian — fluent
   

🕒 Work Schedule

• 5/2 flexible shift schedule; availability required during active player communication hours
   

🌟 Why Join Us

• Work in a fast-growing  iGaming project with an international audience
• Direct impact on player loyalty, retention, and project revenue
• Creative freedom to test new communication and reactivation strategies
• Supportive, dynamic, and data-driven team environment

The Beta Team is responsible for leading and developing a diverse and knowledgeable beta community to test and provide quality feedback on products, features, and back-end functionality. The beta community includes thousands of strong and passionate volunteers from all over the world and we are working with them on a daily basis to improve our products.

Requirements:

● Upper-Intermediate/Advanced level of English

● 1+ year in L2 Technical Support or 1+ year in manual QA

● Familiarity with bug tracking systems and test management tools

● Task oriented — able to deliver quickly on tight schedules and deadlines, and must be able to adapt to frequent changes in requirements

As a plus:

● Experience in software QA methodologies and practices with emphasis on the Mobile world (Android and iOS)

● Experience utilizing log files to debug and analyze issues

● Experience in operating test tools and conducting analysis of test data

● Good understanding of Client-Server architecture

We offer:

● Great international team of professionals (Kyiv/Warsaw, Tel Aviv, New York);

● Compensation package (20 paid vacation days, paid sick leaves);

● Work with cutting edge technologies;

● Medical Insurance;

● English courses with a native speaker, paid tech training and other activities for professional growth;

● Hybrid work mode (∼3 days in the office);

● International business trips;

● Comfortable office (Warsaw)

Responsibilities:

● Monitoring and debugging Beta community bug reports, suggestions and forum posts

● Releasing Beta-staged versions to the community

● Identifying important and critical issues to track and report about to internal teams

Let me know please if the position is suitable and interesting for you.

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.

We are seeking a proactive, communicative, and highly motivated Customer Support Specialist to join our team. The role involves assisting tourists worldwide with transfer issues.

Job Responsibilities:

• Сommunication with clients via chats, e-mail, and calls
• Respond to customer queries promptly and accurately (24/7 service).
• Follow up with customers to ensure prompt issue resolution.

• Collect and analyse customer feedback to assess satisfaction.

   

Requirements:

• Proficiency in English.
• Experience in customer service will be considered a plus.
• Strong written and verbal communication skills.
• Excellent problem-solving abilities.
• Ability to multitask.
• Commitment to customer satisfaction.
• Effective time management.

• Willingness to learn.

   

What we offer:

• Comfortable work environment, remote work.
• The work schedule consists of 5 shifts per week, each lasting 8 hours, with 2 days off according to the schedule 
• Paid vacation and sick leave.
• Healthcare insurance and gym.
• Training and useful experience.
• Work in a young and friendly team.
• Career opportunities and professional growth.

We are looking for IT support to join our global IT team.

What You will do:

• Responsibility for IT equipment including purchasing
• Install and upgrade computer components and software
• Applying and updating required packages and server services, PC, laptop
• Provide support for Google workspace (G-suite)
• Manage users and access rights to company applications
• Handle on-boarding/off-boarding process for employees 
• Offer technical support to company staff, both on-site and for remote users and offices.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Manage virtual servers, OS: Windows, Linux
• Integration, configuration, and operation of several systems (such as Monday, Freshdesk, Slack, Integromat), as well as their continuous improvement for all user groups
• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

The experience You will need to successfully complete tasks:

• Good understanding of IT support / Help Desk role (we can regard a student with no strong experience)
• Knowledge of systems and networking software, hardware, and networking protocols
• Experience with G Suite ( Gmail, Calendar, Docs, etc.)
• Familiarity with Cloud platforms is a plus
• Experience with Integromat, Zapier, Monday is a plus
• Excellent time management skills with a proven ability to meet deadlines.
• Service oriented and positive person
• Strong analytical and problem-solving skills.
• Self learning abilities
• Upper-intermediate in English

What We Offer:

• 21 days of paid Leave per year.
• 7 days of sick Leave annually.
• English-speaking Clubs.
• Corporate Events and team buildings.
• Long term cooperation.
• Performance review once a year
• Health insurance.
• All necessary technical equipment provided.
• 4 days work on-site in comfortable office and 1 day fully remote.

Steps of the hiring process:

• Recruitment interview.
• Test task.
• Technical interview.
• Final interview with CTO.

Вимоги до володіння мовами

Англійська

B2 – Вище середнього

Про компанію Bulls-media

BULLS MEDIA is a global leader in digital marketing. Our goal is to simplify decision-making and connect customers with valuable brands.

Our technology helps millions of consumers around the world make smarter, more

We are looking for IT support to join our global IT team.

What You will do:

• Responsibility for IT equipment including purchasing
• Install and upgrade computer components and software
• Applying and updating required packages and server services, PC, laptop
• Provide support for Google workspace (G-suite)
• Manage users and access rights to company applications
• Handle on-boarding/off-boarding process for employees 
• Offer technical support to company staff, both on-site and for remote users and offices.
• Troubleshoot hardware and software errors by running diagnostics, documenting problems and resolutions, prioritizing problems, and assessing impact of issues
• Manage virtual servers, OS: Windows, Linux
• Integration, configuration, and operation of several systems (such as Monday, Freshdesk, Slack, Integromat), as well as their continuous improvement for all user groups
• Responsible for the maintenance, configuration, and reliable operation of computer systems, network servers, and virtualization

The experience You will need to successfully complete tasks:

• At least 0.5 year experience in an IT support / Help Desk role
• Knowledge of systems and networking software, hardware, and networking protocols
• Experience with G Suite ( Gmail, Calendar, Docs, etc.)
• Familiarity with Cloud platforms is a plus
• Experience with Integromat, Zapier, Monday is a plus
• Excellent time management skills with a proven ability to meet deadlines.
• Service oriented and positive person
• Strong analytical and problem-solving skills.
• Self learning abilities
• Upper-intermediate in English

What We Offer:

• 21 days of paid Leave per year.
• 7 days of sick Leave annually.
• English-speaking Clubs.
• Corporate Events and team buildings.
• Long term cooperation.
• Performance review once a year
• Health insurance.
• All necessary technical equipment provided.
• 4 days work on-site in comfortable office and 1 day fully remote.

Steps of the hiring process:

• Recruitment interview.
• Test task.
• Technical interview.
• Final interview with CTO.

Вимоги до володіння мовами

Англійська

B2 – Вище середнього

Про компанію Bulls-media

BULLS MEDIA is a global leader in digital marketing. Our goal is to simplify decision-making and connect customers with valuable brands.

Our technology helps millions of consumers around the world make smarter, more

Responsibilities:

-  Booking loads, Coordinate and schedule truck drivers to ensure timely delivery of goods

- Communicate with drivers, customers, and other team members to ensure smooth operations

- Monitor and track shipments to ensure on-time delivery

- Resolve any issues or delays in transportation

- Maintain accurate records of driver activities and shipments

Requirements:

- Previous experience in truck dispatching or transportation logistics

- Excellent communication and organizational skills

- Ability to work in a fast-paced environment and handle multiple tasks simultaneously

- Knowledge of transportation regulations and procedures

- Proficiency in using dispatching software

- English B2

We offer:

- Innovative work environment.

- Day shift 3:00 PM to 11:00 PM.

- Bi-weekly English classes to enhance your skills.

- A clearly defined career path.

- Paid sick leave.

- Salary based on your experience and performance, % from gross and profit, no limits.

- Comfortable office near Kyiv center.

Benefits:

- Competitive salary.

- Shape a brand-new force in logistics.

- Innovative culture with a positive environment.

- Impactful role in shaping company success.

- 15 paid vacation days to recharge and explore.

Profile:

• We provide customer support and Implementation for business in retail and hospitality all over the world that use our products

• We are looking for enthusiastic team players with excellent English communication skills and desire to be a part of the international Client support team (based in Kyiv)!

• You are an analytical thinker, technical-minded and customer-oriented person with problem-solving abilities and strong customer’s needs understanding. Ideally, you have a Technical background or a strong desire to explore the field of software products.

Requirements:

• Fluent and literate English (MUST!);
• Ability to work night shifts (Kyiv time zone: 16:00 — 01:00.)

• An experienced PC user (General Microsoft Windows knowledge).

• Ideally, you have Technical background or strong desire to explore the field of software and Hardware products;

• Training and time-management skills

Soft Skills:

• Communication;

• Listening;

• Conflict Resolution;

• Empathy;

• Positivity;

• Self-Control.

Would be a plus:

• Previous experience in support function (is a big plus);

• Technical background and IT education ( is a huge plus).

• Experience in working with CRM and Jira;

Why you should choose us:

• We are a product company and you will have a great opportunity to work with advanced and progressive products;

• Our position — great opportunity to implement your ideas!

• We are focused on growth and innovation;

No bureaucracy.

Compensation & Benefits:

• Work in successful U.S. IT company with an international team;

• Participation in challenging project that is famous and successful in the U.S. market;

• Career and proficiency development plans;

• Competitive salary;

• Paid vacation and sick leave;

• Health insurance;

• Referral program;

• Friendly atmosphere and corporate events;

• Comfortable office near downtown close to the metro station.

Responsibilities:

• Help existing and prospective customers by providing them timely and accurate information about eHopper products;

• Identify, analyze and troubleshoot technical issues and provide effective solutions;

• Respond to support queries via email, phone, and chat;

• Address procedural, configuration, software, hardware, and merchant services related issues;

• Provide clear and complete documentation and notes on all service inquiries.

About company:

eHopper is a product company located in New York that provides business management solutions to businesses around the world. Their key product, the eHopper Point Of Sale system enables business retailers to efficiently manage their operations, cut costs and promote repeat business with their customers. Today, eHopper Services, LLC continues to provide point of sale solutions, improve upon their products and influence innovation with business management.

Project Description:

eHopper’s primary product is a point-of-sale system utilized in retail and hospitality industry around the world. We continue meeting the challenges with a strong management team and a support infrastructure committed to work closely.

We need to keep the pace with the market changes and stay ahead of the curve and competition.

Our goal is to continuously improve our product respond to market!

Learn more about eHopper on ehopper.com

Our Customer Support Team works directly with our clients all over the world.

Our customer support agents have the unique opportunity of becoming experts in the field by learning the specifics of the retail industry and obtaining not only technical skills but knowledge of business processes, operational procedures and customers’ daily needs as well.

As a member of the eHopper Team you will be able to start and build your career in an international company where you can use your English skills and communicate on a daily basis with native speakers.

You will gain valuable knowledge and experience by collaborating closely with our Development team in Kiev and colleagues in our NY office.

Our culture of continuous career development will also provide you excellent opportunities for accelerated growth and promotion.

Наш клієнт, Growe, провідна консалтингова компанія та група сервісів у сфері iGaming і розваг. Вони створюють стратегії, що працюють, та рішення, які масштабуються. 

Поєднуючи стратегічне бачення з практичним досвідом, Growe допомагає бізнесам орієнтуватися в динамічній індустрії, відкривати нові можливості, виходити на нові ринки та досягати сталого зростання.

Ідеально для тих, хто прагне:

• Надавати персоналізовану високоякісну підтримку VIP-клієнтам для кількох брендів;
• Бути основною контактною особою для закріплених клієнтів високого рівня;
• Будувати та підтримувати сильні довгострокові відносини з клієнтами;
• Працювати за змінним графіком, включно з нічними змінами, вихідними та святами, забезпечуючи підтримку 24/7;
• Опрацьовувати запити, проблеми та ескалації для різних брендів компанії;
• Адаптувати стиль комунікації та стандарти сервісу відповідно до вимог кожного бренду;
• Глибоко розуміти продукти, послуги та акції кожного бренду;
• Демонструвати гнучкість у графіку та навантаженні;
• Досягати KPI, пов’язаних зі швидкістю відповіді, задоволеністю клієнтів та їх утриманням.

Досвід, який стане твоєю перевагою:

• Щонайменше 6 місяців досвіду на схожій посаді у customer support, VIP support, customer success або account management;
• Рівень англійської мови B2+ (усна та письмова);
• Досвід роботи у швидкому середовищі з орієнтацією на KPI;
• Досвід використання CRM-систем або інструментів підтримки клієнтів буде перевагою.

Ми цінуємо:

• Енергійність, проактивність і щире задоволення від спілкування з людьми;
• Сильні комунікаційні та міжособистісні навички з клієнтоорієнтованим підходом;
• Хороші навички вирішення проблем та увагу до деталей;
• Вміння працювати в багатозадачному режимі та ефективно керувати часом;
• Здатність зберігати спокій та орієнтацію на рішення під тиском, професійно працюючи зі складними ситуаціями.

Наші клієнти пропонують конкурентні переваги для підтримки вашого професійного та особистого зростання, зокрема:

• Орієнтація на здоров’я та добробут;
• Глобальне медичне страхування;
• Можливості для зростання;
• Програми бенефітів (компенсація спорту / стоматології / психолога тощо);
• Бонуси за досягнення результатів;
• Динамічне робоче середовище.

Долучайся - і нехай твоя історія зростання розпочнеться.

English version:

Our client, Growe, is a leading business advisory and services group in iGaming and Entertainment. Сreators of strategies that work and solutions that scale. 

Combining strategic vision with hands-on expertise, Growe helps businesses navigate the fast-evolving industry, seize new opportunities, enter new markets, and achieve sustainable growth.

Perfect for those who aim to:

• Provide personalised, high-quality support to VIP customers across multiple brands;
• Act as the main point of contact for assigned high-value clients;
• Build and maintain strong, long-term relationships;
• Work rotating shifts, including night shifts, weekends, and holidays, ensuring 24/7 availability;
• Handle inquiries, issues, and escalations for different brands within the company;
• Adapt communication style and service standards according to each brand’s guidelines;
• Maintain deep knowledge of each brand’s products, services, and promotions;
• Demonstrate flexibility with schedules and workload;
• Meet KPIs related to response time, customer satisfaction, and retention.

Experience you’ll need to bring:

• At least 6 months of experience in a similar customer support, VIP support, customer success, or account management role;
• English proficiency at B2+ level, both written and spoken;
• Spanish language skills at a conversational or professional level;
• Experience working in a fast-paced and KPI-driven environment;
• Previous experience using CRM systems or customer support tools is considered an advantage.

It's a perfect match if you have those personal features:

• Are energetic, proactive, and genuinely enjoy communicating with people;
• Strong communication and interpersonal skills with a customer-focused approach;
• Strong problem-solving skills and attention to detail;
• Good multitasking and time-management skills;
• Stay calm and solution-oriented under pressure, handling challenging situations with confidence and professionalism.

Our clients offer competitive benefits to support your professional and personal growth, including:

• Health & Wellness Focus;
• Global Medical Coverage;
• Growth Opportunities;
• Benefits Programs (compensation for the gym/stomatology/psychological service & etc.);
• Performance-Driven Rewards;
• Dynamic Work Environment.

Apply, and let your growth journey begin.

About the Role

The company is looking for a sharp, reliable, and highly responsible Player Support Representative to join its Support function during an early growth stage. This role is an excellent entry point into a fast-growing startup environment, well-suited for a detail-oriented, business-minded student comfortable taking ownership and making decisions in a live production setting. You will work closely with the Support and Operations team, playing a meaningful role in maintaining service quality, operational stability, and player trust. This is not a scripted support role; the company trusts people early and expects maturity, sound judgment, and accountability.

Responsibilities

• Provide accurate, professional, and high-quality player support via live chat
• Act as a first line of judgment in live player interactions within defined guidelines
• Identify recurring issues, bugs, unusual patterns, or edge cases, and proactively raise clear and well-contextualized flags
• Review player activity to ensure compliance with platform rules, promotions, and policies
• Stay alert to irregular activity, operational issues, or potential risks, and escalate responsibly with attention to detail
• Learn the product, flows, and rules quickly and apply them consistently in real-time scenarios
  !!!
  Full-time position (Monday–Friday)
• One weekday shift may end at 2:00 AM
• Saturday shift: morning hours until approximately 2:00 PM (half working day)
• Location: Ukraine or Poland

Requirements

• Fluent English, written and spoken
• Availability for shift-based work, including evenings, nights, and weekends (remote)
• Very high attention to detail and accuracy
• Fast learner with the ability to understand complex rules, flows, and edge cases
• Strong sense of responsibility, ownership, and accountability
• Business-oriented mindset with the ability to assess situations, understand impact, and make sound decisions
• Comfortable working independently within defined guidelines
• Reliable, consistent, and able to handle ongoing responsibility over time
• No prior customer support experience is required. Mindset, sharp thinking, and reliability matter most.

About the Company

The company is a growing gaming company focused on online entertainment products for international markets. The team develops and operates live gaming products with active users and an experienced operational and product background. It offers an opportunity to join at an early stage and contribute to building and scaling real products and internal processes in a fast-paced environment.

Project description: Delivering technical support for one of the biggest company clients, which provides hosting services for their end-users. Maintaining shared hosting platform, customer support is provided for hosting related questions, e.g. email services, web and database concerns, DNS issues, in-house applications for hosting services (FTP, email, databases and DNS) management and in-house and custom built (cPanel, Plesk) control panels.

1)Night Shift 
Mon-Fri 23:00 - 08:00 (Kyiv time)

Main Responsibilities:

• Respond to customers' request (in quick and efficient manner) via chats, emails and tickets. No calls
• Troubleshoot web and email issues
• Provide Tier1−2 support — include deep investigation, provide workaround to various problems
• Escalate issues to the Tier 2 team when necessary with all relevant and required information

• Document FAQs and training guides for internal use.

   

Mandatory Requirements:

• Strong troubleshooting and critical thinking skills, the ability to think logically.
• A strong focus on customers' satisfaction
• Upper-intermediate verbal and written English skills
• Attention to details
• Strong ability to research, diagnose, troubleshoot and identify solutions to resolve system issues

Would be great to have:

• Knowledge of TCP/IP, DNS and other networking concepts (HTTP and HTTPS)
• Basic understanding of the Windows environment
• An understanding of IP protocols and DNS
• Most popular Linux commands/utilities

ArboStar is the leading all-in-one business management platform servicing clients in the green industry such as landscaping, tree care, lawn care and more, across the globe. Our innovative, cloud-based software integrates everything from CRM and scheduling to GPS tracking and business analytics, ensuring seamless workflow and exceptional customer satisfaction. With a dynamic and fast-growing team of 80+ professionals, ArboStar is committed to delivering exceptional products and services that help our clients succeed.

Why ArboStar? At ArboStar, we foster a dynamic and supportive work environment where creativity, collaboration, and dedication to excellence are valued. Join our team and help revolutionize the green industry with innovative technology and outstanding service.

As part of our Customer Success team, you’ll play a vital role in ensuring our clients get full value from Arbostar from onboarding and adoption to expansion and renewal.

Key Responsibilities:

• Own the client relationship post-sale, guiding SMB and VIP customers through training and ongoing success;
• Proactively manage a portfolio of customer accounts, ensuring strong adoption, health, and retention;
• Lead day-to-day communication with clients via email, phone calls, and our ticketing system to ensure timely responses and proactive support;
• Conduct quarterly business reviews (QBRs) with key accounts to highlight ROI, identify opportunities, and gather feedback;
• Partner with Sales and Product to drive upsell/cross-sell opportunities and capture client insights;
• Monitor customer health scores, usage trends, and support activity to detect early signs of risk or growth potential;
• Coordinate with Support and Product teams to resolve escalations and advocate for client needs;
• Maintain accurate records of account activity, notes, and tasks in the CRM (Pipedrive, PandaDoc, Google sheets).
   

Requirements:

• 2+ years in Customer Success, Account Management, Sales or a client-facing SaaS role (experience with SMBs is a plus);
• Strong understanding of customer lifecycle, onboarding, and retention best practices;
• Exceptional communication and relationship-building skills;
• Comfortable managing multiple accounts (100+) with varying levels of complexity;
• Experience with tools like Pipedrive, Salesforce, Zendesk or similar CRM/CX platforms;
• Problem-solving mindset and a passion for delivering value to customers;
• Ability to explain software features in a clear, engaging, and practical way;
• Advanced English proficiency (C1 level or higher) — both written and spoken — is required for effective client communication;
• Knowledge of SaaS metrics (NRR, churn, adoption, NPS, etc.).
   

What We Offer:

• 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.

On behalf of our Client from Denmark, Mobilunity is looking for a Support Specialist.

Our client presents itself as an e-commerce solutions provider for the construction industry and currently it is owned by the Danish Trade Association. The company aims to make e-commerce easy and clear for the industry’s participants, whether they are suppliers or construction centers. Today, the company offers both EDI and webshop solutions to promote trade between the building centers and their suppliers. More than 250 suppliers and over 400 resellers use their IT solutions.

They are looking for a stable and detail-oriented Support Specialist to handle and resolve support tickets in HappyFox. This role does not require phone communication with customers.

Responsibilities:
 

• Receive, investigate, and resolve support tickets in HappyFox
• Analyze and troubleshoot issues related to the construction industry platform system
• Escalate complex technical issues when necessary
• Maintain accurate documentation of issues and resolutions
• Perform routine support tasks with high accuracy and consistency

Must-have:

• High proficiency in English
• Strong attention to detail and structured working style
• Ability to stay focused while performing repetitive and routine tasks
• Good knowledge of Microsoft Excel
• Experience working with CSV files and data handling

Basic understanding of:

• APIs
• Databases

• Web applications

  English: В2-С1

We are looking for a Legal Support to support legal and administrative operations within the company. The role focuses on working with documents, handling routine administrative requests, maintaining accurate records, and supporting day-to-day legal back office processes. .

Tasks

• Work with legal and administrative documents, including preparation, review, formatting, filing, and organization;
• Support internal administrative requests and help resolve routine operational questions;
• Maintain accurate documentation, records, and internal files;
• Communicate with internal stakeholders regarding document status, required information, and administrative follow-ups;
• Assist with coordination of office-related and legal back office processes;

• Ensure that documentation is handled in a timely, structured, and confidential manner.

   

Requirements

Must have:

• Bachelor’s or Master's Degree;
• Experience or strong ability to work with documentation and administrative tasks;
• Confident user of Microsoft Word and Microsoft Excel;
• Good organizational skills and attention to detail;
• Ability to communicate in English; 

• Readiness to work from the office on a mandatory basis.

   

Nice to have:

• Knowledge of Serbian language;
• Previous experience in a legal, administrative, or back office assistant role;

• Basic understanding of legal documentation workflows.

   

Working conditions:

• Location: Serbia, office-based work;
• Office visits: mandatory, then hybrid is possible.

Responsibilities:

• Assist customers and respond to service requests/inquiries using department-adopted tools and processes.
• Answer customer inquiries by seeking to understand customer issues or requests, clarifying details, researching, and providing information and/or solutions.
• Resolve customer issues through education, solutions or appropriate escalation.
• Document customer interactions with details of inquiries, as well as actions taken within the company’s CRM or otherwise designated system.
• Achieve productivity standards while maintaining the highest level of technical support (e.g., meets or exceeds all departmental goals).
• Escalate unresolved customer questions, issues or complaints to appropriate individual(s) for quick resolution; through a defined escalation process.
• Provide feedback to management regarding necessary changes and updates. This includes feature requests, upgrades, functionality, and customer care issues.
• Continually improve skills/knowledge of ShipHawk product and functionality.
• Continually improve skills/knowledge of customer issue triage.

• Help/contribute to educate new Technical Support Team members and provide support for fellow team members as needed.

   

Requirements:

• Critical thinking and attention to detail.
• Excellent verbal and written English; able to analyze with minimal context.
• Fast learner, curious, and self-motivated.
• Basic IT knowledge; able to support clients via phone or email.
• Strong time management and adaptability.
• Team player with a positive attitude under pressure.
• Works well in high-stress, fast-paced environments.

Experience:

• At least 3 years of experience in technical customer support or a related field.
• Proficiency with Google Suite and SFDC Service Cloud.
• Experience working with ticketing systems.
• Basic understanding of shipping and fulfillment processes in eCommerce.
• General knowledge of ERP systems (Enterprise Resource Planning).

• Preferred: experience or willingness to learn platform technologies (HTML, CSS, NetSuite, XML, SOAP, APIs, Postman)

   

Benefits We Offer:

• $100/month for health and wellness expenses.
• $500/year for medical expenses.
• 20 PTO days.
• Top-level hardware of your choice; ownership will be transferred to you.
• Public holidays in Ukraine are paid days off, and there are also winter holidays.

Ready to join our team? Apply now!

We are looking for an L1/L2 Support to join our team under the Team Lead Service Desk. This role is responsible for real-time monitoring and first-line incident response in a 24/7 shift model to maintain platform stability.

⚙️ Your Tasks:
 

• Monitoring & Detection: Continuously monitor system health via Grafana/Zabbix; identify anomalies and catch critical alerts;
• Triage & Response: Assess incident severity/impact, execute initial runbook actions, and escalate to L2/L3 teams when needed;
• Ticket Management: Create, update, and track incident tickets (Jira) with accurate timestamps and descriptions throughout their lifecycle;
• Runbook Execution: Perform standard operations (restarts, validation checks) and report any documentation gaps;
• Communication & Handover: Provide real-time updates in incident channels and ensure smooth shift handovers.

👤Our criteria:

Hard Skills:

• 1-2+ years of experience in Tech Support, NOC, or Production Support;
• Strong understanding of the incident lifecycle (Detection, Triage, Escalation, Closure);
• Hands-on experience with monitoring tools (Grafana, Zabbix, New Relic) and ticketing systems (Jira SM);

• Basic understanding of Web applications, APIs, logs, metrics, and cloud infrastructure.

   

Soft Skills:

• Strict execution discipline and high attention to detail;
• Clear, concise communication and stress resilience during high-severity incidents;

• Full readiness for a 24/7 shift schedule (including nights, weekends, and holidays).

   

Nice to Have:

• Experience in high-load environments (FinTech, Gaming, SaaS);
• Familiarity with alerting tools (PagerDuty / Opsgenie);

• Basic understanding of AWS / Kubernetes.

   

Working Conditions:

• 24/7 shift-based schedule;

• Fast-paced, high-load production environment requiring quick and accurate responses.

   

💼 Our Offer:

• Flexible work setup - work remotely or from the office, we focus on results, not location;
• Support for a comfortable work environment - we compensate coworking expenses and EcoFlow power stations to help our team stay productive during power outages in Ukraine;
• Unlimited vacation and sick leave, because we trust our people to manage their time responsibly;
• Relocation support for team members who want to move;
• Regular performance-based bonuses that reward individual and team impact;
• Learning support - we cover 50% of professional courses and development programs;
• Language & wellbeing support - we cover 50% of English classes and psychological consultations;
• Career growth opportunities - we prioritize internal promotions and development;
• Team culture that actually feels like one - regular gifts, company merch, and team events throughout the year;
• Real impact - we are small enough for every voice to be heard and big enough to turn great ideas into action quickly.