Customer Support Agent

At Forward, we connect visionary iGaming companies with the industry’s brightest minds, delivering solutions that go beyond the ordinary. From marketing and R&D to technology, VIP customer experience, and data analytics, we handpick talent that empowers businesses to excel on a global stage. We don’t just fill positions, we build partnerships that elevate careers and drive innovation forward.

Role Overview
The Customer Support Specialist acts as the primary point of contact for our users, responding to inquiries across live chats, messaging platforms, and email. In this role, you will provide technical assistance, resolve customer issues, consult users on products and services, and cultivate a positive customer experience to drive retention and brand loyalty.

Key Objectives

• Deliver timely, effective, and accurate solutions to customer issues.

• Drive customer retention by maintaining high service quality and ensuring fast query processing.

• Meet and exceed targeted performance metrics (CSAT, SLA, FRT) and core KPIs.

• Deliver an exceptional, positive customer experience across all communication channels.

• Identify recurring product issues and escalate actionable user feedback to relevant internal teams.

Requirements

• Language proficiency: English — B1+, Ukrainian - fluent

• Shift Availability: Willingness and readiness to work night shifts as part of a rotational schedule.

• Technical Equipment: Personal PC or laptop equipped with a working webcam (during the onboarding period).

• Workplace Setup: Reliable, high-speed, and uninterrupted internet connection to ensure continuous coverage during working hours.

• Learning Agility: Ability to quickly digest, retain, and apply large volumes of product information.