• Respond to customer inquiries through designated support channels, primarily chat and email.

• Provide accurate and helpful information about registration, KYC verification, deposits and withdrawals, bonuses, rakeback, promotions, loyalty programs, poker tournaments, and cash games.

• Investigate and resolve customer issues, including identifying potential product or technical bugs and collaborating with relevant specialist teams.

• Escalate complex or sensitive cases appropriately while maintaining clear ownership of the customer experience.

• Document customer interactions accurately and consistently in the relevant support systems.

• Meet established individual service-level and performance targets, including SLA and KPI requirements.

• Collect, document, and communicate customer feedback to help identify recurring issues and opportunities for improvement.

• Maintain up-to-date knowledge of products, poker-related features, internal processes, and support procedures.

• Adapt effectively to a changing environment and continuously improve knowledge of tools, products, and workflows.

Requirements:

• Previous experience in customer support, ideally within iGaming, gambling, poker, or another fast-paced digital service environment.

• English proficiency at Upper-Intermediate level (B2) or above, with excellent written communication skills.

• Ability to communicate clearly, accurately, and professionally in writing while maintaining a helpful and customer-focused tone.

• Strong multitasking skills and the ability to manage multiple customer interactions without compromising quality.

• Customer-oriented mindset with a genuine focus on resolving issues rather than simply closing support tickets.

• High level of responsibility, self-organization, and independence in managing daily tasks.

• Excellent attention to detail and the ability to identify information or inconsistencies that could affect customer outcomes.

• Experience handling customer objections and challenging interactions with patience and professionalism.

• Empathy and emotional resilience, with the ability to remain calm and constructive when dealing with difficult cases.

• Openness to learning new products, tools, processes, and industry concepts.

• Willingness and ability to work a rotating or flexible shift schedule.

• Experience with Freshdesk, Freshchat, Zendesk, or similar help desk platforms is an advantage.

• Familiarity with Slack, Jira, Confluence, or comparable collaboration and workflow tools is a plus.

• Previous experience in poker support and/or iGaming is particularly valuable.

Benefits:

• Fully remote working arrangement with the flexibility to work from a comfortable and secure location.

• Access to optional company hubs in Kyiv and Warsaw.

• 20 paid working days off per year, alongside paid sick leave.

• Medical insurance with access to leading healthcare providers.

• Coverage for psychological support through the Pleso platform.

• Monthly benefit allowance that can be used toward hobbies, sports, wellness, and other personal interests.

• Team-building activities, workshops, corporate events, and other employee experiences.

• Individual learning and development budgets for courses and professional training.

• Corporate English classes, workshops, and access to an online learning library.

• Career development opportunities supported by performance reviews, training, and mentoring programs.

• An open, collaborative environment that values initiative, autonomy, continuous improvement, and reduced bureaucracy.

• Opportunities to work with modern technology and contribute to improving and automating customer support processes.