Support Manager (Office-based in Tbilisi)

We are an international company providing services in the online gambling and betting industry. Our priority is high-quality service, fast response to inquiries, and pleasant communication with clients. We operate in several markets, including India and Bangladesh, and are building the strongest support team.

We’re currently looking for a Support Manager — someone who will communicate with clients via live chat and tickets, help resolve issues quickly, and provide a top-notch user experience.

📌 Important: This is an office-based role in Tbilisi only!

Your responsibilities:

• Respond to client inquiries via chat and ticket system — quickly, professionally, and in a friendly tone

• Consult on platform features, technical, and financial questions

• Meet service speed standards: first response — under 30 seconds, reply intervals — under 60 seconds

• Achieve CSAT scores of 80%+ and QA scores of 94%+

• Share client feedback with the management team for process improvement

• Continuously improve knowledge of the product and support processes

Work schedule:

• 2/2 shift system: 2 days on / 2 days off

• 12-hour shifts:

  • 08:00–20:00 Georgian time (10:00–22:00 Bangladesh / 09:30–21:30 India)

  • Night shifts will be added after the first working month

You’re a good fit if you:

• Have experience in customer support, preferably in gambling or betting (experience with European markets is a plus)

• Speak English and Hindi fluently (Bengali, Tamil, Telugu, or Marathi is a big plus)

• Type at least 160 characters per minute

• Are confident using CRM systems, live chats, and ticketing tools

• Are stress-resistant, empathetic, detail-oriented, and customer-focused

What you’ll achieve in the first 3 months:

• Complete training and become familiar with all internal tools and processes

• Hit target KPIs for speed and service quality

• Participate in regular team meetings and monthly product/process knowledge checks

• Learn to analyze feedback and support service improvement

What we offer:

• Competitive salary (discussed during the interview)

• Paid training (8 working days)

• Transparent growth and grading system

• Modern office in Tbilisi

• Remote work is possible only during the training period

How to join us:

1. Take the test

2. Interview with a recruiter

3. Interview with the team lead

4. Paid onboarding and training (8 working days)