Customer Support Agent

Forward; Warszawa; On-site; PLN 60,000 - 90,000; Full time

Benefits offered by this job

Children Allowance

Mental Health Support

Sport Activities

Language Courses

Automotive Services

Veterinary Services

Home Office Setup Assistance

Dental Services

Books and Stationery

Training Compensation

Job summary

Forward, a leading iGaming company, is seeking a Customer Support Specialist to be the primary contact for our users, providing technical assistance across live chats, messaging, and email. You will help resolve issues, advise on products, and foster a positive experience to boost retention and brand loyalty, while working in a rotational night-shift schedule.

This role requires English at least B1+ and Ukrainian fluency, with Turkish language knowledge considered a strong plus, and a

Qualifications

• English proficiency at least B1+.
• Ukrainian fluent; Turkish knowledge a strong plus.
• Willingness to work night shifts in a rotational schedule.

Responsibilities

• Provide technical assistance across live chat, messaging platforms, and email.
• Resolve customer issues and ensure timely responses.
• Consult users on products and services to improve adoption and satisfaction.
• Cultivate a positive customer experience to drive retention and brand loyalty.
• Identify recurring product issues and relay feedback to relevant internal teams.

Skills

English B1+

Ukrainian fluency

Turkish knowledge

Job description

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 elevate actionable user feedback to relevant internal teams.

Requirements

Language proficiency: English — B1+, Ukrainian - fluent (Turkish language proficiency is a strong plus)

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.

Our Benefit Cafeteria is Packed with Goodies:

• Children Allowance

• Mental Health Support

• Sport Activities

• Language Courses

• Automotive Services

• Veterinary Services

• Home Office Setup Assistance

• Dental Services

• Books and Stationery

• Training Compensation