Customer Service Manager

We are a fast-growing global IT & Tech company based in Cyprus that values its people and provides a positive work environment. We recruit and retain top IT talent, providing opportunities for growth and advancement to deliver world-class solutions to clients worldwide.

We are seeking a dedicated Customer Service Manager to provide exceptional support for our core product — the Platform. As the sole specialist in the support team, this role demands a responsible attitude and the ability to swiftly respond to customer inquiries and issues.

What You Will Do:

• Take ownership of resolving and processing customer requests in accordance with SLAs.
• Develop an in-depth understanding of our product to provide effective support.
• Provide consultancy to clients on technical aspects of the company’s product through emails, chats, and do initial analysis of client requests.
• Collect, understand, and document client issues and information.
• Efficiently escalate client requests to the appropriate team for resolution when necessary.
• Evaluate the speed and quality of client request processing.
• Provide clear and timely responses to clients regarding the resolution of their issues.
• Write and regularly update technical documentation.
• Act as the primary point of contact for clients during the integration phase.
• Monitor project progress and report to all stakeholders.
• Create and enhance support-related processes.
• Be available on-call during out-of-office hours for highest priority support issues.

Requirements:

• Minimum of 2 years of experience in a Customer Service Manager, Customer Care Agent Support, or Technical Customer Support Representative role.
• Experience with IT or complex technology products, preferably in the Gambling/Betting industry.
• Familiarity with HTTP(s), REST, and Web API technologies.
• Proficiency in Atlassian tools (Jira/Confluence).
• Ability to handle technical discussions and coordinate tasks with clients effectively.
• Excellent command of written and spoken English.
• Strong communication (including active listening and negotiation) and analytical skills.
• Good problem-solving abilities with a focus on quality.
• Capability to work independently and as part of a team.

Why us:

• People-driven team
• Variety of technologies
• Developing innovative software products
• Clients worldwide
• International team of talented people
• Possibility to deliver services from any location
• Interesting tasks and projects
• Balance between routine and developmental tasks
• Compensative English lessons