Customer Support Manager (iGaming)

Location: Remote from Ukraine or Poland; 12-hour day and night shifts, including weekends and public holidays

Company

hirify.global is a talent partner that helps selected brands attract and integrate specialized professionals.

What you will do

• Handle player inquiries through live chat, helpdesk, email, and other approved channels.
• Verify players and review account, transaction, and communication history.
• Resolve standard questions about account access, deposits, withdrawals, KYC, bonuses, free bets, games, geographical restrictions, and technical issues.
• Perform basic troubleshooting and prepare complete escalations for payment, website, account, game, VIP, and high-risk cases.
• Identify responsible gambling concerns, suspicious activity, unauthorized access, and possible account compromise.
• Document actions, maintain player communication through resolution, prepare shift handovers, and report recurring issues and knowledge gaps.

Requirements

• Previous customer support experience, preferably in iGaming, fintech, payments, or another high-volume digital environment.
• English proficiency at B1–B2 level.
• Strong written communication, customer service, attention to detail, and multitasking skills.
• Basic understanding of deposits, withdrawals, KYC, bonuses, account restrictions, and responsible gambling.
• Ability to follow procedures, decision trees, escalation rules, and communication templates.
• Willingness to work 12-hour day and night shifts, including weekends and public holidays.

Culture & Benefits

• Flexible payment options.
• Bonuses for holidays, birthdays, work milestones, and other occasions.
• Courses and certifications covered, with opportunities for career growth.
• Benefit cafeteria including sports, language courses, therapy sessions, and other options.
• Online and offline team-building events and industry conferences.
• New laptops and essential peripherals, including monitors and headphones.