Customer Support Specialist - Junior

2 Days ago • All levels • Customer Service

Job Summary

Job Description

SOFTSWISS is seeking an experienced Customer Support Specialist to join their expanding team. The role focuses on ensuring seamless customer experiences by providing timely, empathetic, and well-structured assistance via live chat and email. Key responsibilities include responding to inquiries professionally, assisting with account verification, providing comprehensive advice, resolving customer concerns, and maintaining high customer satisfaction through quality communication. The specialist will utilize internal tools and workflows, escalate complex issues, and adhere to internal processes while managing a high volume of conversations with speed and accuracy. This position requires strong English proficiency (B2 level or higher), excellent soft skills such as patience and empathy, and the ability to work efficiently with multiple software tools. A team-oriented mindset and a customer satisfaction-oriented approach are essential.

Must have:

English proficiency (B2 or higher)
Strong soft skills: patience, empathy, problem-solving
Excellent typing speed
Ability to work with multiple software tools
Team player with accountability
Customer satisfaction-oriented mindset

Good to have:

Prior customer support experience
Familiarity with iGaming industry

Perks:

Full-time work opportunities
Private insurance
Additional Day Off
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons
Generous referral program
Training and internal workshops
Participation in international conferences

1 skill required

1 skill required for this role

Add these skills to join the top 1% applicants for this job

team-player

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.