Overview:

SOFTSWISS continues to expand the team and is looking for a Junior Customer Support Specialist.

We need a true, experienced and accomplished professional who shares our culture and values.

Key responsibilities:

• Handle incoming customer inquiries via live chat and email
  
• Provide accurate, timely, and customer-friendly solutions in line with internal processes and policies
  
• Escalate complex or sensitive cases following the established escalation flow
  
• Use internal tools and the knowledge base efficiently; contribute to improving documentation when applicable
  
• Gather and report customer feedback or recurring issues to the relevant internal teams
  
• Support additional tasks and team priorities as assigned by the team lead
  
• Work from a comfortable office in Tbilisi – is a must
• Follow a rotating schedule of 20 floating shifts per month, alternating between day (7:00 AM – 4:00 PM) and evening (4:00 PM – 1:00 AM) shifts

Required Experience:

• Confident English (B2+ or higher), especially strong written communication
• Understanding of customer interaction basics: polite tone, clarity, listening skills, and respectful messaging (even without prior support experience)
• Ability to write structured, clear, and professional messages (email/chat)
• Strong sense of responsibility and punctuality, reliable schedule adherence
• Ability to receive and apply feedback; eagerness to learn and grow
• Fast response times and ability to handle multiple conversations/tasks at once
• Confident computer user with solid knowledge of basic tools and platforms
• Attention to detail

Nice to have:

• Previous experience in Customer Support
• Familiarity with ticketing systems, live chat tools, or knowledge bases (LiveChat, Zendesk, Intercom, Freshdesk).
• Understanding of cultural aspects and expectations when working with English-speaking users.
• Experience in mentoring or training, or desire to grow in that direction

What we offer:

• Full-time work opportunities
• Comprehensive Mental Health Programme
• Private insurance
• Sports program compensation
• Free online English lessons
• An additional 1 Day off per calendar year
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

About us:

SOFTSWISS is an international company, and an iGaming software expert. We don't only follow iGaming market trends, we create them! SOFTSWISS is a recognised industry leader in iGaming software solutions development, covering almost all aspects of the iGaming industry. The company has an international team and an official presence in several countries. Projects powered by SOFTSWISS receive numerous awards and accolades from industry media.

Our Mission:

Changing the iGaming industry through technological innovation.

Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.