Customer Support Specialist

JOB SUMMARY

We are looking for a proactive, detail-oriented, and customer-focused Customer Support Specialist to join our team at Studio Crystal, our Live Casino studio! In this role, you will provide timely, professional, and high-quality support to operators and players through various communication channels, including live chat, ticketing systems, and in-game support. You will handle incoming inquiries, investigate and resolve service-related issues using game logs and internal tools, and facilitate effective communication between the Technical Team and operators, particularly during incidents. As a key point of contact, you will contribute to smooth studio operations, ensure a seamless Live Casino gaming experience, and build trust through responsive communication and consistently high service standards.

JOB RESPONSIBILITIES

• Oversee live chat, ticketing, and in-game communication channels, ensuring all incoming inquiries are handled promptly and professionally

• Respond to player and operator requests via chat and ticketing systems, maintaining a high standard of communication and customer experience

• Engage with players and game hosts to support a positive and professional live gaming environment

• Ensure compliance with chat rules, community guidelines, and internal policies

• Perform initial investigations using game logs and internal systems to identify and resolve service issues

• Act as a liaison between Technical teams and operators, ensuring timely and accurate communication during incidents and service disruptions

• Coordinate with internal teams and Second-Line Support to resolve issues efficiently

• Maintain accuracy, consistency, and proper documentation across all tickets and communication channels

• Monitor service quality from an end-user perspective and report any inconsistencies or issues

• Ensure all signals and tickets are handled within SLA and no request is left unattended during shifts

• Meet individual KPIs and performance targets while maintaining high-quality output

• Comply with studio security, data protection, and confidentiality policies

• Maintain professional conduct and operational discipline at all times

JOB REQUIREMENTS

• Bachelor’s degree preferred; high school diploma or equivalent required.

• Professional proficiency in English, both written and spoken.

• At least 6 months of experience in a similar customer support role; experience in the iGaming industry will be considered an advantage.

• Good command of Microsoft Office, Windows, and other standard software applications.

• Ability to follow established procedures, instructions, and assigned tasks accurately.

• Strong teamwork and collaboration skills.

• Flexibility to work rotating shifts, including nights, weekends, and public holidays.

• Excellent attention to detail and accuracy.

• Customer-oriented mindset with a strong commitment to delivering outstanding service.

• Excellent communication and interpersonal skills.

WE OFFER

• Collaborate with experienced international teams across diverse functions and disciplines

• Be part of a fast-growing environment where ideas move quickly from concept to execution

• Receive competitive compensation aligned with your experience, skills, and contributions

• Enjoy the benefits of medical insurance.

• Celebrate with birthday gifts and team events because milestones matter

• Take part in regular team-building activities, company events, and offsite gatherings

• Work from a modern, well-equipped office in central Tbilisi, designed to support collaboration, productivity, and employee well being

The purpose of processing personal data which candidates submit to Studio Crystal is to manage applications for applicant screening and recruitment process only. All personal data collected will only be used for this purpose and will in no case be transmitted to any third party without your consent. Personal information provided by you will be processed and stored in accordance with the rules established by the Georgian Legislation. By sending the information to Studio Crystal you are automatically giving consent that your personal information will stay in our Database for 6 months.