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 understand problems, 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 on cases and adhere to support regulations.
• Maintain a high level of tone of voice: calm, clear, without шаблонное communication.
• Work with the knowledge base and suggest improvements for common user questions.

Requirements

• Experience in support for at least 6 months is desirable (can consider without experience).
• English language level B2 or higher – confident written communication with users is mandatory.
• Turkish language will be a big plus.
• Ability to work with dissatisfied users without aggression or panic.
• Literacy, attentiveness, 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 Moscow time.
• 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

• Not just answering by template, but understanding the essence of the problem.
• Not promising the user something that cannot be fulfilled.
• Not arguing with the user, but knowing how to set boundaries.
• Recognizing when a case needs escalation and when it can be resolved independently.
• Being a stable person under stress: users can be emotional, but support should not "burn out" with them.

Work Format

• Remote.
• Schedule 2/2 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 private messages @Snow_crazy_cat