Customer Success Specialist (Evening schedule)

Role overview

This opportunity is posted for a partner organization, which will handle applications and the following hiring steps. The employer is seeking a Customer Success Specialist based in Ireland to support premium customer segments during evening hours.

In this role, you will provide tailored assistance in a fast-paced digital setting, helping customers get the most from the platform while building trust, improving retention, and identifying expansion opportunities. The position blends customer support, relationship management, and upselling, so a proactive, empathetic, and commercially aware approach is important.

You will serve as a reliable contact for users, guiding them through the product, helping resolve concerns, and introducing relevant features and offers. This role is well suited to a strong communicator who enjoys working in a performance-focused environment.

Key accountabilities

• Deliver individualized, high-quality support to VIP and premium users while maintaining a positive customer experience.
• Take ownership of retention-related activities and work closely with retention teams to strengthen loyalty and engagement.
• Encourage participation in platform features such as tournaments, quests, promotions, and other interactive elements.
• Interview users and collect feedback to better understand expectations, preferences, and satisfaction drivers.
• Help customers solve issues, including objection handling and support with verification steps when required.
• Spot opportunities to sell additional services and encourage upgrades to higher VIP tiers.
• Keep product knowledge current and stay informed about new features and offerings.
• Work against defined KPIs focused on customer satisfaction and engagement.
• Follow a fixed evening shift from 18:00 to 02:00 Kyiv time, Monday through Friday.

Requirements

• Strong spoken and written English communication skills.
• Confident customer communication skills, including experience handling objections and difficult discussions.
• Ability to motivate users and explain product value and benefits clearly.
• High emotional intelligence, empathy, and resilience when dealing with challenging situations.
• Good organization and time management skills, with the ability to meet deadlines and targets.
• Readiness to learn new tools, adapt quickly, and keep developing professionally.
• Background in customer-facing work such as Customer Support, Customer Success, or Sales is required.
• Experience in iGaming or a similar industry is an advantage, but not mandatory.

Benefits

• 100% remote work with the ability to operate from anywhere in Europe.
• Fixed evening hours that bring predictable structure and better work-life balance.
• Formal employment in Ukraine or Poland, including full administrative and legal support.
• 20 paid vacation days plus sick leave according to company policy.
• Medical coverage with access to leading healthcare providers and mental health support.
• Monthly flexible benefits allowance for hobbies, personal interests, or wellness.
• Access to training, workshops, corporate English classes, and a learning and development budget.
• Opportunities to join team events, workshops, and corporate activities.
• Clear career growth paths, mentoring, and performance reviews.
• An open, collaborative, and low-bureaucracy culture built around autonomy and continuous improvement.

Application and privacy notice

Applications are reviewed through an AI-assisted matching process to shortlist candidates against the role's core requirements before being shared with the hiring company. The final hiring decisions, including interviews and assessments, are managed directly by the employer's internal team.

By submitting an application, candidates consent to personal data being processed to evaluate candidacy and share relevant information with the hiring employer. This is done under legitimate interest and pre-contractual measures under applicable data protection laws, including GDPR. Applicants may exercise their rights to access, rectify, erase, or object to processing at any time.

Artificial intelligence tools may be used to support parts of recruitment, such as reviewing applications, analyzing resumes, assessing responses, and flagging possible inconsistencies or verification signals. These tools support the recruitment team and do not replace human judgment; final decisions are made by people. Candidates can request more information about data processing if needed.