Customer Success Manager (CA) in Upstars

UPSTARS is a product IT company that takes off both people and brands. We know how to launch stellar projects in the field of iGaming 

Our main focus of work is B2B services and technological solutions for clients from all over the world. And yes, maintaining a legal and transparent market of Ukraine is a must-have, that is why we were the third in the country to receive a B2B license for the provision of gambling services.

We are expanding our dream team and looking for Customer Success Manager.

Your future tasks:

• providing quality support to VIP players of the bronze segment;
• work with team retention tasks;
• promotion of activities among players, such as tournaments, sweepstakes, quests and adventures;
• conducting interviews with players in the bronze segment, receiving feedback about the experience and preferences;
• increasing customer satisfaction through the provision of quality personalized assistance;
• conversion of bronze players into VIP clients of higher segments;
• work with player objections;
• help with deposits, withdrawals, bonuses and games;
• assist in the verification process as needed;
• achieving set KPI goals;
• maintenance and improvement of knowledge about existing and new products;
• ability to work on schedule 18:00 -02:00 Kyiv time (work schedule from Monday to Friday).

 Your skills:

• fluency in spoken and written English;
• ability to communicate on the phone and in letters;
• excellent communication skills and experience handling customer objections;
• ability to interest the client in additional services, it is interesting to emphasize the positive aspects of the product;
• empathy and stress resistance in complex cases;
• desire to learn new tools, work with them and develop new knowledge;
• ability to allocate work time and stick to deadlines.

Preferred, but not critical:

• iGaming experience in any position.

Our advantages:

• we love problems with an asterisk, because they reveal potential;
• we speak directly and simply, even about complex things;< /li>
• we don't like bureaucracy and outdated approaches - we give freedom of action;
• we have our own capacity to create technological solutions from scratch;
• we use cloud storage, Kubernetes and other components of digital maturity;
• we strive to automate the routine to use time for development and professional growth within the company;
• we offer a clear career plan with Performance Review, trainings, mentoring programs, the opportunity to partially work on additional projects to test other technologies.

Mast heave:

• hybrid work — work where you are comfortable and safe;
• flexible start of the working day - start when it's convenient for you;
• official registration in Ukraine or Poland - we will support you in solving bureaucratic issues and help with documents;
• 20 days of paid vacation, public holidays and sick leave — we are for work-life balance;
• medical insurance in top clinics — we care about your health;
• Benefit cafe - spend monthly on your interests, hobbies, sports, etc.;
• events - take part in master classes, visit team building and corporate parties;
• learning, learning and learning again - an individual budget for courses, corporate English, workshops and an online library.

Do you have aspirations and a desire for constant growth and new knowledge? Do you want to actively participate in the process of creating a product? Let's get to know each other!