Customer Support

• Own the complete Customer Support function
• Manage existing team leaders and agents in Serbia
• Participate actively in AloPlay’s leadership forum
• Lead a substantial 24/7 Customer Support operation
• Build SOPs, decision trees, escalation flows, knowledge bases and governance controls
• Own QA methodology, including scorecards, sampling, critical-failure management, coaching, retraining and measurable follow-up
• Identify systemic flaws, operational gaps and risks before they become incidents
• Work across CS, Payments, Risk/Fraud, VIP, CRM, Product, Technical, Legal and Compliance
• Use AI for conversation analysis, automated QA, sentiment and risk detection, knowledge-base optimization, chatbot/self-service development and agent-wording analysis
• Establish AI governance through accuracy testing, human review, access controls, sensitive-data protection and version control
• Evaluate Freshdesk and other systems using operational and financial business cases
• Recruit, onboard, train, coach and manage performance and disciplinary processes

Head of Customer Support

• Handle all aspects of support for online payment processing merchants
• Handle client communications via phone, chat, and email
• Perform triage and troubleshooting of issues and requests
• Provide follow-up on issue resolution to merchants
• Complete change documentation for merchant requests
• Own merchant technical integrations with CCBill systems
• Advise merchants regarding company products and features
• Soft sell CCBill products to increase revenue for merchants
• Escalate issues to internal teams according to departmental policies
• Stay organized and up to date on company systems and features
• Identify and implement solutions to improve the merchant experience
• Provide ancillary support for escalations via other customer support groups
• Perform other duties as assigned

Merchant Support Specialist

• Handle customer inquiries and support requests via email and WhatsApp
• Troubleshoot software issues and guide customers to solutions
• Document recurring issues and help build the internal knowledge base
• Join screen-sharing sessions with customers when hands-on support is needed
• Coordinate with the development team to escalate and resolve bugs or product issues
• Help new customers get started and feel comfortable with the product
• Support German-speaking property management companies using hausverwalter.ai

Customer Support Specialist

• Design, develop, and implement comprehensive training programs for merchant support agents
• Conduct onboarding sessions for newly hired support agents covering company policies, systems, processes, products, and services
• Provide continuous learning opportunities for the existing merchant support team
• Develop training materials including presentations, videos, job aids, and interactive exercises
• Assess training effectiveness through quizzes, role-playing exercises, and practical evaluations
• Provide feedback to trainees and management
• Partner with product development, compliance, and operations teams on product features, updates, and policies
• Continuously evaluate and improve training processes and methodologies
• Build and maintain a comprehensive knowledge base for merchant support agents
• Monitor industry trends and changes in payment processing
• Provide one-on-one coaching and mentorship to support agents
• Assist agents in resolving complex issues and improving performance

Merchant Support Specialist, T2

• Process requests to enable new providers and currencies for the casino
• Check the functionality of newly enabled providers and currencies in the casino
• Collect required documents from clients and verify that all necessary documents are provided according to the required list
• Perform technical configuration of new projects
• Prepare invoices and various reports for clients
• Communicate with clients and collaborate with other Game Aggregator teams
• Inform clients about important changes and monitor the implementation of these changes
• Support client operations and project configuration for the SOFTSWISS Game Aggregator
• Process requests, check functionality, manage documentation, and communicate important changes to clients

Customer Service Specialist – Junior

• Respond to player queries through approved ticketing, chat, email, and social support channels
• Triage player issues, investigate reported problems, and follow documented steps
• Provide clear, friendly, and accurate responses in line with project guidelines
• Become familiar with supported games to better understand player issues
• Carry out account actions where permitted by written policy and access permissions
• Document player issues, trends, bugs, and escalations in the appropriate workspace
• Escalate complex, sensitive, or high-impact issues to internal or client-side teams
• Meet agreed service level, productivity, quality, and player experience targets
• Assist with reporting by tracking information through approved platforms and spreadsheets
• Support managers and teammates with role-appropriate tasks when needed
• Maintain confidentiality, data privacy, and information security standards

Player Support Agent, German Speaker

• Provide an advanced level of troubleshooting support for complex problems and enquiries from Consumer Support Representatives
• Assist CSRs with issue escalation and resolution
• Ensure proper escalation channels are managed
• Assist management with phone, email, and live chat queue management strategies
• Coach and mentor CSRs to reinforce continued education
• Resolve escalated customer and webmaster issues to satisfaction
• Understand queue service level expectations and assign available staff appropriately to ensure service levels are met

Senior Support Representative

• Perform in-depth troubleshooting, including DB analysis, reading system logs, and debugging product code to identify and solve complex support issues escalated by other support levels
• Maintain a low rate of non-bug escalations to the development team
• Write technical notes and troubleshooting procedures for the entire Support team
• Manage assigned cases to meet service level agreements while continuously providing updates to the business
• Provide ongoing support and work closely with business teams throughout the company
• Work closely with the operations team on flag product maintenance and daily operations
• Assist the entire R&D team