Customer Support Manager (Live Chat/Email)

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.