Languages: Polish + English

Model: Hybrid

Location: Sofia, Bulgaria

Start date: 1 December 2025

Overview

We are looking for a Player Support Specialist fluent in Polish and English to join our international customer experience team. The role focuses on delivering high-quality support to players through written communication, ensuring an exceptional user experience and maintaining a player‑first approach.

Key Responsibilities

• Provide written support via email to players regarding account issues, technical questions, billing, security, and general inquiries.
• Investigate and escalate potential risks such as account compromise or fraudulent activity.
• Deliver clear, empathetic, and player‑focused responses while meeting quality KPIs.
• Stay informed about platform updates, features, releases, and support protocols.
• Collaborate with internal departments to resolve complex cases.
• Maintain confidentiality, data protection standards, and internal guidelines.

Requirements

Essential

• Fluency in Polish (C1/C2) and English (B2+)
• Excellent written communication skills
• A strong customer‑centric attitude
• Ability to work rotational shifts (08:00–00:00, Monday–Sunday)
• Ability to work on‑site during training and in a hybrid model after the onboarding period
• Problem‑solving mindset and attention to detail

Preferred

• Previous experience in customer or player support
• Interest in online entertainment environments

Contract & Training

• Permanent contract
• 40 hours per week (8 hours/day, 5 days/week)
• Hybrid work model
• Training: 5 weeks on‑site
• Work‑from‑home eligibility: after 2 months

Benefits & Allowances

• 300 BGN/month rental allowance
• 150 BGN flight reimbursement on arrival or with first salary
• Real estate administrative assistance provided