Customer Support Specialist

Role overview

Support users of a web-based entertainment platform and help maintain a safe, positive experience. The role involves handling customer conversations across multiple channels, investigating complaints, troubleshooting issues, and escalating product defects to technical colleagues. The support operation runs continuously through rotating morning, daytime, and night shifts.

Responsibilities

- Respond to customer complaints through chat, email, and ticket-based support. - Investigate reported problems and provide clear, helpful resolutions. - Troubleshoot user issues while maintaining a professional and customer-focused approach. - Identify recurring or emerging problems and communicate trends to the wider team. - Report software defects and relevant technical details to engineering staff. - Adapt communication to different customer situations and personalities.

Requirements

- At least one year of experience in a customer support role using chats, email, and tickets. - Availability for morning, daytime, and overnight shifts. - Very good English communication skills, approximately C1 level. - Experience working with ticketing or customer-support platforms. - Strong written and verbal communication, problem-solving ability, and customer orientation. - Flexibility when handling different types of customer interactions.

Benefits and work setup

- Fully remote work under a service contract. - Competitive compensation, twice-yearly performance reviews, bonus opportunities, and potential salary adjustments. - Annual allowance for home-office improvements, sports, equipment, or other eligible needs. - Paid language learning, access to learning platforms, and partial coverage for psychological support. - Growth opportunities within a rapidly expanding project and a peer-recognition program. - Hiring process includes a short video conversation, a technical interview, a test task, and an offer stage.