• Respond promptly and professionally to customer inquiries through designated channels, including chat and email.

• Provide clear and accurate information about products, services, processes, and customer requests.

• Investigate and resolve customer issues, collaborating with relevant internal teams when specialized support is required.

• Document customer interactions accurately and maintain complete records of requests and resolutions.

• Monitor and consistently meet established individual quantitative and qualitative performance targets.

• Collect, document, and communicate customer feedback to relevant teams to support service and product improvements.

• Prioritize incoming requests effectively to ensure timely and high-quality responses.

• Maintain a strong understanding of products, internal processes, support procedures, and available tools.

• Contribute proactively to improvements in customer service workflows and the overall customer experience.

Requirements:

• Upper-Intermediate English proficiency or higher, with strong written and verbal communication skills.

• Excellent interpersonal skills and the ability to communicate effectively with a wide range of customers, including dissatisfied or frustrated users.

• Strong empathy and the ability to understand customer needs, concerns, and perspectives.

• Excellent listening and attention-to-detail skills, including the ability to ask relevant questions and accurately identify the underlying issue.

• Strong emotional resilience and the ability to remain calm, professional, and constructive during challenging or conflict situations.

• Good organizational and time-management skills, with the ability to prioritize multiple requests and respond within expected timeframes.

• Collaborative mindset and the ability to work effectively with colleagues and cross-functional teams to resolve customer issues.

• Openness to new challenges, constructive feedback, and opportunities to improve processes and ways of working.

• Good general computer literacy and confidence using email, chat applications, and other standard workplace software.

• German language skills are an advantage.

• Previous customer support experience is preferred but not essential.

• Experience with CRM systems, omnichannel customer service platforms, or similar tools is a plus.

• Previous experience in iGaming or another digital customer-service environment is advantageous.

Benefits:

• Full-time, fully remote working arrangement with the flexibility to work from a comfortable and secure location.

• Access to company hubs in Kyiv and Warsaw for those who prefer an office environment.

• 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 Café allowance that can be used for 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.

• Structured career development through performance reviews, mentoring programs, training, and other growth opportunities.

• Collaborative and open working culture that encourages initiative, feedback, autonomy, and continuous improvement.

• Opportunities to work with modern technology and contribute to the automation and improvement of customer support processes.

• A flexible environment with limited bureaucracy and freedom to take ownership of your work.