User Support Specialist (Igaming, Gaming Marketplace - NOT Casino!)
We are looking for a Customer Care Specialist to join our support team 🙏
We need someone who can communicate calmly and competently with users, quickly resolve issues, and maintain communication quality in conflict situations.
Responsibilities
- Process user requests in the helpdesk.
- Handle complaints, negativity, and conflict-related inquiries.
- Escalate complex cases to L3 according to internal rules.
- Record important information for cases and adhere to support regulations.
- Maintain a high level of tone of voice: calm, clear, without шаблонным (template-based) communication.
- Work with the knowledge base and suggest improvements for frequent user questions.
Requirements
- Desired support experience of 6+ months (can consider without experience).
- English language proficiency level B2 or higher – confident written communication with users is mandatory.
- Turkish language will be a big plus.
- Ability to handle dissatisfied users without aggression or panic.
- Literacy, attention to detail, ability to quickly grasp context.
- Willingness to work on a 2/2 schedule from 10:00 to 22:00 or from 22:00 to 10:00 MSK.
- Experience in gaming, betting, marketplace, fintech, crypto, or digital products will be a plus.
- Experience with Intercom, Zendesk, Chatwoot, and other Helpdesk systems will be a plus.
Important for Us
- Don't just respond with templates, but understand the essence of the problem.
- Don't promise users something that cannot be fulfilled.
- Don't argue with the user, but know how to set boundaries.
- Recognize when a case needs to be escalated and when it can be resolved independently.
- Be a stable person under stress: users can be emotional, but support should not "burn out" with them.
Work Format
- Remote.
- 2/2 schedule from 10:00 to 22:00 or from 22:00 to 10:00 - Moscow time.
- Work in a support team, with internal regulations and a knowledge base.
- Probationary period — 2 months.
What Will Be an Advantage
- Experience supporting gaming projects.
- Understanding of P2P and marketplace mechanics.
- Experience handling payment, refund, and disputed cases.
- Ability to write concisely, calmly, and to the point.
If interested – write to me directly @Snow_crazy_cat
