This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Specialist (Evening schedule) based in Ireland.
As a Customer Success Specialist, you will play a key role in delivering high-quality, personalized support to premium customer segments within a fast-paced digital environment. Working evening hours, you will engage directly with users to enhance their experience, build strong relationships, and ensure long-term satisfaction and retention. This role combines customer support, retention, and upselling activities, requiring a proactive and empathetic approach to user interaction. You will act as a trusted point of contact for customers, helping them navigate the platform, resolve issues, and discover new features and opportunities. This is an excellent opportunity for a communicative and customer-focused professional who thrives in dynamic, performance-driven environments.
Accountabilities
- Provide high-quality, personalized support to VIP and premium customer segments, ensuring a positive and engaging user experience.
- Handle retention-related tasks and collaborate closely with retention teams to improve customer loyalty and engagement.
- Promote platform activities such as tournaments, quests, promotions, and interactive features to increase user participation.
- Conduct user interviews and gather feedback to better understand customer needs, preferences, and satisfaction drivers.
- Support users in resolving issues, including objections handling and assistance with verification processes when needed.
- Identify opportunities to upsell additional services and encourage users to upgrade to higher-tier VIP segments.
- Maintain strong product knowledge and continuously stay updated on new features and offerings.
- Work toward defined performance KPIs, ensuring high levels of customer satisfaction and engagement.
- Operate on a fixed evening schedule (18:00–02:00 Kyiv time, Monday to Friday).
Requirements
- Fluent English communication skills, both written and spoken.
- Strong customer communication abilities, including experience handling objections and difficult conversations.
- Ability to engage and motivate customers while clearly presenting product value and benefits.
- High emotional intelligence, empathy, and resilience in handling challenging customer situations.
- Strong organizational and time management skills with the ability to meet deadlines and performance targets.
- Willingness to learn new tools, adapt quickly, and continuously develop professional skills.
- Experience working in customer-facing roles such as Customer Support, Customer Success, or Sales is considered essential.
- Previous experience in iGaming or similar industries is considered a plus but not required.
Benefits
- Fully remote position with the flexibility to work from anywhere in Europe.
- Fixed evening schedule providing structure and work-life balance.
- Official employment in Ukraine or Poland with full administrative and legal support.
- 20 paid vacation days and sick leave in accordance with company policy.
- Medical insurance with access to top-tier healthcare providers and mental health support.
- Monthly flexible benefits budget for personal interests, hobbies, or wellness activities.
- Access to training programs, workshops, corporate English classes, and a learning development budget.
- Participation in team events, workshops, and corporate activities.
- Career development opportunities with clear growth paths, mentoring, and performance reviews.
- Open, collaborative, and non-bureaucratic work culture focused on autonomy and continuous improvement.