Customer Support Specialist
Job Summary
Job Description
SOFTSWISS is seeking an experienced Customer Support Specialist to join their expanding team. The purpose of this role is to ensure seamless customer experiences by providing timely, empathetic, and well-structured assistance via live chat and email. Key responsibilities include responding professionally and efficiently to inquiries, assisting with account verification, offering comprehensive advice, utilizing internal tools, escalating complex issues, and maintaining a high level of customer satisfaction. The specialist will work a shift schedule of 2/2, alternating day and night shifts, from an office in Tbilisi.
Must have:
- English proficiency (B2 or higher)
- Strong soft skills (patience, empathy)
- Excellent typing speed
- Ability to work with multiple software tools
- Team player with accountability
- Customer satisfaction mindset
Good to have:
- Prior customer support experience
- Familiarity with iGaming industry
Perks:
- Full-time work
- Private insurance
- Additional Day Off
- Sports program compensation
- Mental Health Programme
- Free online English lessons
- Generous referral program
- Training and workshops
- International conference participation
1 skill required
Job Details
Overview:
SOFTSWISS continues to expand the team and is looking for a Customer Support Specialist.
We need a true, experienced and accomplished professional who shares our culture and values.
Purpose of the Role:
You’ll support seamless customer experiences by delivering timely, empathetic, and well-structured assistance via live chat and email.
Your work will impact customer satisfaction and service efficiency by ensuring clear communication, accurate issue resolution, and consistent adherence to internal processes.
Key responsibilities:
- Respond to live chats and email inquiries professionally and efficiently
- Assist customers with account verification and document processing
- Provide comprehensive advice and guidance to resolve customer concerns
- Use internal tools and workflows effectively (training provided)
- Escalate complex or unresolved issues to the appropriate team with detailed documentation
- Ensure a high level of customer satisfaction through quality and accurate communication
- Maintain speed, accuracy, and professionalism while handling a high volume of conversations
- Work from a comfortable office in Tbilisi – is a must
- Working on a shift schedule 2/2 (shift 12 hours, alternation of day and night shifts)
Required Experience:
- English proficiency (B2 level or higher)
- Strong soft skills – patience, empathy, and problem-solving ability
- Excellent typing speed and ability to work efficiently with multiple software tools
- A team player with a strong sense of accountability
- A customer satisfaction-oriented mindset
Nice to have:
- Prior experience in customer support
- Familiarity with the iGaming industry
Benefits:
- Full-time work opportunities
- Private insurance
- An additional Day Off (1) per calendar year
- Sports program compensation
- Comprehensive Mental Health Programme
- Free online English lessons with native speakers
- Generous referral program
- Training, internal workshops, and participation in international professional conferences and corporate events
Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.
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