Customer Success Manager (iGaming)

TL;DR

Customer Success Manager (iGaming): Improving the quality of customer support, optimizing internal processes, and driving automation to enhance the overall customer experience in the iGaming domain with an accent on analyzing customer requests, standardizing processes, and implementing automation solutions. Focus on identifying gaps in the customer journey, reducing repeat requests, and increasing customer satisfaction.

Location: Worldwide remote

Company

hirify.global is an international technology company specializing in iGaming, fintech, and martech with 9 proprietary products and over 2,000 employees.

What you will do

• Monitor and improve the quality of customer support operations, including QA and internal standards.
• Analyze customer inquiries to identify recurring issues and improvement opportunities.
• Automate repetitive support requests through FAQs, macros, and automated responses.
• Collaborate with support, product, and technical teams to optimize customer flows.
• Identify gaps in the customer journey and suggest actionable improvements.
• Drive initiatives to reduce repeat requests and increase customer satisfaction.
• Maintain clear documentation and support guidelines.

Requirements

• 2+ years of experience in Customer Success, Customer Support, or a related role.
• Proven experience working with support teams and support workflows.
• Strong understanding of customer journeys and client interaction flows.
• Experience with support automation tools, ticketing systems, or helpdesk platforms.
• High attention to detail and a structured, process-driven mindset.
• Strong analytical and problem-solving skills.
• Native-level proficiency in Russian for communication.

Nice to have

• Experience in the iGaming industry.
• Experience working with cross-functional teams (Product, Tech, Operations).
• English level B1 or higher.

Culture & Benefits

• Comprehensive Mental Health Programme.
• Private insurance (depending on contract type).
• Paid gym memberships.
• Free English lessons (online).
• +1 day off per calendar year.
• Referral program rewards.
• Upskilling, internal workshops, and participation in professional conferences and corporate events.