About this role
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
Our Benefits:
Full-time remote work opportunities and flexible working hours
Private insurance
Additional 1 Day Off per calendar year
Sports program compensation
Comprehensive Mental Health Programme
Free online English lessons with a native speaker
Generous referral program
Training, internal workshops, and participation in international professional conferences and corporate events.
Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.