Customer Support

• Deliver exceptional customer support across multiple channels including **live chat, email, and social media platforms,** ensuring timely and professional responses
• Maintain **First Contact Resolution (FCR)** excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact
• Ensure all customer communications strictly adhere to the company's **Tone of Voice** guidelines and brand standards, creating consistent and on-brand customer experiences
• Provide responses that are accurate, compliant with company policies, and aligned with current procedures and **quality guidelines**
• Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills
• Take full **ownership** of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction
• Manage and execute **individual** support operations **projects**, including process improvements, documentation updates, and quality initiatives
• Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions
• Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements
• Meet and exceed key performance indicators **(KPIs)** including response time, resolution time, customer satisfaction scores **(CSAT)**, and quality assurance **(QA)** metrics
• Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning
• Contribute to knowledge base development by identifying gaps and creating clear, **helpful documentation** for both customers and team members
• Participate in team meetings, **provide** **constructive feedback**, and support continuous improvement initiatives within the support organization.

Customer Support Specialist

• Collaborate with the Head of Customer Experience on team growth, development, and results - always balancing service quality with team wellbeing
• Understand what drives each team member, and remove the blockers that hold them back, so the team performs at its best
• Deliver clear, timely, and constructive coaching and feedback to the Quality & Training, Disputes, and Reputation Management teams
• Monitor and present weekly reports on department KPIs and individual performance, communicating insights that drive decisions
• Proactively work on continuous improvement strategies and peak-season scaling plans
• Go beyond issue resolution - identify opportunities to surprise customers and turn routine interactions into memorable moments
• Guide your team through difficult customer situations and step in to manage escalations directly when needed
• Own team projects from start to finish - set direction, remove blockers, and guide your direct reports to deliver
• Identify workflow inefficiencies, update SOPs, and champion process improvements that make the team faster and smarter
• Support the evaluation and implementation of tools and platforms that improve team effectiveness
• This is a full-time role working CET hours, typically 9AM to 5PM or similar.

Customer Support Manager

• Handle player inquiries across chat, email, and phone with genuine care and efficiency
• Resolve account, purchase, and technical issues while creating positive experiences
• Work with specialized teams to tackle complex cases and drive improvements
• Document feedback and identify trends that help us build better products
• Meet performance goals while maintaining the human touch that makes us special
• Learn new tools and techniques while mentoring teammates

Customer Support jobs in Georgia

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Customer Support Specialist

Customer Support Manager

Customer Support Agent