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Сustomer Support and Payment agent at Softermii, Remote (Global)

We’re looking for a Part-time Customer Support Agents to join our partner team. This role is focused on providing exceptional support to our players, managing payments, and helping ensure a seamless gaming experience. If you have experience in customer support, strong problem-solving skills, and a proactive mindset, we’d love to hear from you.

We are hiring for two part-time positions to cover the weekends:

• Night Shift (CET): Saturday-Sunday from 20:00 to 08:00
• Morning Shift (CET): Saturday-Sunday from 08:00 to 20:00

Responsibilities

• Provide daily support to players via chat, email, and phone.
• Troubleshoot player issues and collaborate with internal teams to find solutions.
• Provide accurate information about our products and services.
• Work with other teams to coordinate promotional offers and inform players about new features and events.
• Ensure a high level of customer satisfaction.
• Thoroughly document all customer interactions in our internal system.
• Act as a voice for our players, collecting feedback and communicating it to relevant departments for product improvement.
• Assist with customer onboarding and verify KYC documents.
• Process customer payments and resolve any transaction-related issues.
• Conduct research on customer profiles, including bonuses, deposits, transactions, and wagering.

Required Skills & Experience

• 2+ years of customer support and payment experience in the iGaming industry.
• Fluent in English (both written and verbal) is a must.
• Proficiency in Russian is required (Ukrainian or Polish is also acceptable).
• Experience with tools like Talktwo and Sumsub.
• Experience handling customer payment requests.
• Experience with payment tools like PIQ and various payment providers is a strong asset.

Nice to Have:

• Knowledge of risk and fraud prevention processes.

Who will you have the opportunity to meet during the hiring process (stages): HR interview, Tech Interview, Management interview

Why Join Us?

• Be a part of a collaborative and innovative team.
• Work on impactful projects with a global reach.
• Opportunity to take ownership and implement your ideas to drive real results.

What we can offer you:

• We have stable and highly-functioning processes – everyone has their own role and clear responsibilities, so decisions are made quickly and without unnecessary approvals.
• You will have enough independence to make decisions that can affect not only the project but also the work of the company.
• We are a team of like-minded experts who create interesting products during working hours, and enjoy spending free time together.
• Do you like to learn something new in your profession, or do you want to improve your English? We will be happy to pay 50% of the cost of courses/conferences/speaking clubs.
• Do you want an individual development plan? We will form one especially for you + you can count on mentoring from our seniors and leaders.
• Do you have a friend who is currently looking for new job opportunities? Recommend them to us and get a bonus.
• Are you thinking about taking out insurance? This is also what we can offer you.
• And what if you want to relax? Then we have 21 working days off. We also have 11 paid days off for Public Holidays.
• What if you’re feeling bad? You can take 5 sick leaves a year.
• Do you want to volunteer? We will add you to a chat, where we can get a bulletproof vest, buy a pickup truck or send children’s drawings to the front.
• And we have the most empathetic HRs (who also volunteers!). So we are ready to support your well-being in various ways.

A little more information that you may find useful:

• our adaptation period lasts 3 months, this period of time is enough for us to understand each other better;
• there is a performance review after each year of our collaboration where we use a skills map to track your growth;
• we really have no boundaries in the truest sense of the word – we have a flexible working day.

We are looking for like-minded professionals who believe in making the world a better place by building technology that’s meant to last and scale.