About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. What the Role is About Helpware is looking for a fantastic Customer Service Representative to join our humble team in Sofia, Bulgaria . In this role, you will be delivering exceptional customer service across phone, email, and live chat channels, addressing customer needs in a personalized and efficient manner. You will work for one of our global iGaming clients – a fast-growing company that brings entertainment to users across multiple platforms. The role requires a high level of communication, attention to detail, and a customer-first mindset. Responsibilities Become an expert on the product, understanding all the specifics of its features and functions. Provide first-level support to customers via phone, email, and/or chat in a timely and professional manner. Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. Maintain a positive, empathetic, and professional attitude toward customers at all times. Create, update, or adjust customer accounts and process personal data accurately. Document and track customer interactions, issues, and resolutions in internal systems (CRM, ticketing tools). Escalate unresolved issues to Tier 2 support or other departments while maintaining ownership until resolution. Communicate technical concepts clearly to non-technical users. Suggest improvements based on customer feedback by converting it into feature requests. Keep internal and customer-facing knowledge bases up-to-date. Collaborate with colleagues and management to share best practices and support team goals. Perform other duties as assigned by Helpware and/or Client Management. Requirements Fluent Turkish (C1–C2) and Intermediate English (B1+) – both written and spoken. Previous experience in Customer Support , especially handling calls, emails, and chats . Ability to work independently and in a team-oriented environment. Strong problem-solving and communication skills. Comfortable with using online tools and working in CRM or ticketing systems Experience in Tech Support is a plus. Interest or experience in iGaming is a plus. We Offer Competitive compensation in USD English lessons to support your development Friendly team and inclusive culture Regular corporate events and team-building activities Opportunities for professional growth within a dynamic international environment

About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, providing Customer Experience & Operational Support for modern companies. We empower our teams with cutting-edge tools and a culture of ownership, growth, and excellence. What the Role is About We are looking for a Customer Support Team Lead with Turkish language skills to join our team in Sofia, Bulgaria (on-site) . You will lead a team of Customer Support Representatives (CSRs), ensuring smooth daily operations, continuous performance improvement, and an outstanding customer experience for a growing client in the iGaming industry. This role combines leadership, operational oversight, and hands-on support to drive KPIs and promote a positive and results-oriented team culture. Responsibilities Provide daily direction and communication to team members to ensure customer interactions (calls, chats, emails, transactions) are handled efficiently, accurately, and professionally. Continuously evaluate and improve operational processes and procedures. Suggest methods for optimizing performance, efficiency, and service quality for both internal and external customers. Deliver statistical and performance feedback, as well as coaching, to each team member on a daily basis. Support employees facing work-related or personal challenges by offering coaching, guidance, or resolution. Conduct and document performance reviews aimed at developing skills and growth. Manage agents in the nesting phase, ensuring readiness before transitioning them to live operations. Implement performance interventions and strategies to enhance learning and development. Actively manage, motivate, and work alongside CSRs to meet team KPIs and performance metrics. Assist the Operations Manager in resolving escalated customer complaints and complex issues. Oversee employee-related matters and monitor transactional quality. Track and report on key performance indicators, including NPS, CSAT, FCR, Adherence, and Attrition. Ensure adherence to company policies, procedures, and quality standards. Apply performance management and disciplinary processes fairly and consistently as needed. Requirements Fluent Turkish (C1–C2) and Good English (B2+) – both written and spoken. Proven experience in Customer Support , preferably in a leadership or supervisory role. Strong understanding of support KPIs and customer satisfaction metrics. Hands-on experience with phone, email, and chat-based support. Previous work in the iGaming industry is an advantage. Strong leadership, coaching, and communication skills. Ability to analyze data, create reports, and drive results through action plans. Comfortable working in CRM/ticketing systems and with performance monitoring tools. Proactive attitude, solution-focused mindset, and a collaborative approach to team management Will be a plus Understanding of BPO specifics Tech Support experience Training experience We Offer Competitive compensation in USD Dynamic and inclusive team environment English classes and ongoing learning opportunities Regular team-building events and corporate activities Opportunities for career advancement in an international company

About Us Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies. What the Role is About Helpware is looking for a fantastic Customer Service Representative to join our humble team in Sofia, Bulgaria . In this role, you will be delivering exceptional customer service across phone, email, and live chat channels, addressing customer needs in a personalized and efficient manner. You will work for one of our global iGaming clients – a fast-growing company that brings entertainment to users across multiple platforms. The role requires a high level of communication, attention to detail, and a customer-first mindset. Responsibilities Become an expert on the product, understanding all the specifics of its features and functions. Provide first-level support to customers via phone, email, and/or chat in a timely and professional manner. Address customer inquiries, troubleshoot problems, and guide users through basic issue resolution steps. Maintain a positive, empathetic, and professional attitude toward customers at all times. Create, update, or adjust customer accounts and process personal data accurately. Document and track customer interactions, issues, and resolutions in internal systems (CRM, ticketing tools). Escalate unresolved issues to Tier 2 support or other departments while maintaining ownership until resolution. Communicate technical concepts clearly to non-technical users. Suggest improvements based on customer feedback by converting it into feature requests. Keep internal and customer-facing knowledge bases up-to-date. Collaborate with colleagues and management to share best practices and support team goals. Perform other duties as assigned by Helpware and/or Client Management. Requirements Fluent Turkish (C1–C2) and Intermediate English (B1+) – both written and spoken. Previous experience in Customer Support , especially handling calls, emails, and chats . Ability to work independently and in a team-oriented environment. Strong problem-solving and communication skills. Comfortable with using online tools and working in CRM or ticketing systems Experience in Tech Support is a plus. Interest or experience in iGaming is a plus. We Offer Competitive compensation in USD English lessons to support your development Friendly team and inclusive culture Regular corporate events and team-building activities Opportunities for professional growth within a dynamic international environment