Overview:
SOFTSWISS continues to expand the team and is looking for a Customer Success Manager. This role is focused on improving the quality of customer support, optimizing internal processes, and driving automation to enhance the overall customer experience in the iGaming domain.
Purpose of the role:
You will be responsible for improving customer support quality and efficiency by analyzing customer requests, standardizing processes, and implementing automation solutions that reduce repetitive work and improve response times.
Key responsibilities:
- Monitoring and improving the quality of customer support operations (QA, scripts, internal standards)
- Analyzing customer inquiries to identify recurring issues and opportunities for improvement
- Automating repetitive support requests through FAQs, macros, and automated responses
- Collaborating closely with support, product, and technical teams to optimize customer flows
- Identifying gaps in the customer journey and suggesting actionable improvements
- Driving initiatives aimed at reducing repeat requests and increasing customer satisfaction
- Maintaining clear documentation and support guidelines
Required Experience:
- 2+ years of experience in Customer Success, Customer Support, or a related role
- Proven experience working with support teams and support workflows
- Strong understanding of customer journeys and client interaction flows
- Experience with support automation tools, ticketing systems, or helpdesk platforms
- High attention to detail and a structured, process-driven mindset
- Strong analytical and problem-solving skills
- Native-level proficiency in Russian for communication
Nice to have:
- Experience in the iGaming industry
- Experience working with cross-functional teams (Product, Tech, Operations)
- English level B1 or higher
Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.
