Менеджер по работе с клиентами

SOFTSWISS provides leading iGaming software solutions, developing a secure platform that ensures high-quality service for clients worldwide. The company focuses on constant innovation and state-of-the-art technology to maintain a competitive edge in the iGaming industry.

• Act as the main technical contact between the client and internal teams;
• Support clients with technical requests, incidents, and platform-related questions;
• Consult clients on product functionality, best practices, and operational workflows;
• Perform initial troubleshooting and technical investigation, including log analysis and issue reproduction;
• Escalate complex or unresolved issues to related teams with complete technical and business context;
• Prioritize and manage client requests according to urgency, impact, and SLA expectations;
• Collaborate with Product, QA, Development, and Infrastructure teams to deliver effective client solutions;
• Act as a stakeholder for client-facing product improvements and requests;
• Analyze client feedback and business needs to propose product or process improvements;
• Maintain and improve internal knowledge base documentation and troubleshooting materials.

• English B2 or higher;
• Russian C1 or higher;
• Portuguese B2 or higher;
• Strong soft skills, including communication for technical and non-technical audiences, conflict resolution, and cross-functional collaboration;
• Ability to manage difficult conversations and maintain professional client relationships;
• Experience with business analysis and product management processes;
• Strong stakeholder management and expectation alignment skills;
• Strong analytical thinking and structured problem-solving approach;
• Ability to identify recurring incident patterns and suggest improvements;
• Ability to prioritize multiple requests in a fast-paced environment;
• Strong ownership and attention to detail;
• Basic knowledge of HTML, CSS, JSON, and YAML;
• Confident use of browser DevTools for troubleshooting and diagnostics;
• Understanding of Git workflows and experience with GitLab or similar tools;
• Experience with Jira or similar issue-tracking systems;
• Experience with monitoring and logging tools (Datadog, Kibana, Grafana);
• Familiarity with API debugging and request/response analysis;
• Nice to have: Familiarity with React and modern frontend architecture, basic understanding of APIs and networking concepts, experience in QA or technical support environments, understanding of SSR, SEO fundamentals, and responsive design principles, experience working in large-scale software development environments.

• Private health insurance;
• Sports benefits;
• Comprehensive Mental Health Program;
• Free English lessons (online);
• Local language courses;
• Paid time off;
• Maternity leave support;
• Referral program rewards;
• Upskilling, internal workshops, and participation in professional conferences and corporate events.