Тип вакансії: Повна зайнятість

Розташування:

We are an international B2C company operating in the iGaming industry, with a focus on the US Sweepstakes Casino market. Our team brings together talented professionals who embrace challenges, think outside the box, and continuously strive for excellence.
We're looking for a Customer Support Specialist who is passionate about delivering exceptional player experiences, solving complex customer issues, and contributing to the continuous improvement of our support operations. If you enjoy working in a fast-paced product environment, collaborating with cross-functional teams, and making a real impact on customer satisfaction, we'd love to hear from you.

What You'll Do:
Provide professional support to players via live chat and email.
Handle complex customer inquiries and resolve issues efficiently while maintaining a high level of customer satisfaction.
Investigate payment, account, verification, bonus, and technical-related questions.
Escalate technical issues to the Product and Development teams with detailed reproduction steps.
Collaborate closely with Product, CRM, Payments, and Operations teams to ensure timely issue resolution.
Prioritize incoming requests according to urgency while meeting internal SLA targets.

Knowledge Base & Process Improvement:
Maintain and improve internal documentation, FAQs, and knowledge base articles.
Identify recurring customer issues and suggest process improvements.
Create and update response templates, macros, and support documentation.
Participate in quality assurance activities to maintain high support standards.
Share customer feedback with internal teams to improve the overall player experience and product quality.

Product & AI Collaboration:
Review AI-assisted support responses and identify opportunities for improvement.
Contribute to optimizing automated support workflows and customer communication.
Help improve support processes as the company continues to scale.

What We're Looking For:
1+ year of experience in Customer Support, preferably in live chat, email, or ticketing systems.
Experience in iGaming, Online Casino, Betting, or another fast-paced digital product environment.
Excellent written communication skills with a customer-first mindset.
Strong problem-solving skills and attention to detail.
Experience working with customer support platforms such as Intercom, Zendesk, Freshdesk, or similar.
Upper-Intermediate (B2+) English for internal communication.
Fluent Russian (or another primary customer communication language, depending on target markets).
Ability to work rotating shifts, including evenings, nights, and weekends.
Ability to thrive in a fast-paced environment with evolving processes.

Nice to Have:
Experience working with AI-powered support tools and automation.
Experience creating or maintaining knowledge base documentation and SOPs.
Understanding of payment systems, KYC procedures, fraud prevention, and player verification.
Experience with QA processes, ticket reviews, and customer support performance metrics.
Leadership potential and willingness to mentor teammates as the support team grows.

What We Offer
Fully remote work.
Competitive salary based on your experience and expertise.
Opportunity to join a fast-growing international iGaming product.
High-impact role with direct influence on customer experience.
Professional growth and career development opportunities.
Collaborative, supportive, and ambitious team culture.
Paid vacation and sick leave.
Flexible working environment with opportunities to grow alongside the company.

Ready to help us deliver an exceptional player experience?
Apply now and become part of the Pelkino team!

The post Customer Support Specialist appeared first on Remote Work Ukraine [Українське].