Customer Support Manager (Live Chat & Email)

Description
Gravira is a fast-growing iGaming product focused on Tier-1 markets, primarily Canada.
We’re looking for a Customer Support Manager to handle player inquiries through live chat and email.
We need someone who does more than just respond to messages — someone who can understand player needs, find solutions, handle challenging situations, and take ownership of cases until they are resolved.

Requirements

• Experience in Customer Support (live chat and email).
• English B2+ — strong written communication skills, accuracy, and the ability to provide clear, natural, and professional responses.
• Ability to manage multiple conversations simultaneously.
• Strong problem-solving skills and attention to detail.
• Ability to handle difficult customers, complaints, and objections.
• Customer-oriented mindset with a focus on ownership and issue resolution.
• Ability to follow guidelines and use templates without relying on mechanical copy-paste responses.
• Experience in iGaming or other customer support-intensive industries — a plus.
• Experience with CRM, HelpDesk, or LiveChat systems — a plus.
• French language skills — a significant advantage.
• Experience working night shifts — a plus.

Responsibilities

• Handle incoming player requests via Live Chat and Email.
• Assist players with account-related questions, deposits, withdrawals, bonuses, verification, and technical issues.
• Take full ownership of player cases — monitor their status and maintain communication until resolution.
• Handle complaints, objections, and negative feedback professionally.
• Investigate player issues, coordinate with internal teams, and escalate complex cases when necessary.
• Follow internal guidelines, procedures, and communication templates while adapting responses to individual situations.
• Maintain high standards of communication quality, response times, and customer service.

Working conditions

• Work format: Remote.
• Schedule (Kyiv time): 08:00–20:00 / 20:00–08:00.
• Shift format: 2/2, with flexibility to cover additional shifts when needed.
• Product: Established and actively operating iGaming product focused on Tier-1 markets.
• Compensation: Competitive base salary + performance-based bonuses.
• Supportive team environment, training, and opportunities for professional growth.
  
  Who We're Looking For
  We believe that great customer support is not just about answering questions — it's about helping players achieve results.
  We value proactivity, accountability, empathy, attention to detail, and the ability to manage customer requests from start to finish.