Customer Success Specialist

About UPSTARS

UPSTARS is a product IT company that helps both people and brands take off. Our main focus is on technological solutions and B2B services for international clients. We launch stellar projects in the iGaming sector that receive recognition and the highest ratings from industry experts.

We are committed to supporting a legal and transparent market in Ukraine, which is why we were the third company in the country to obtain a B2B license for providing services in the gambling industry.

In 2026, we are actively scaling both our projects and our dream team. Therefore, to strengthen our VIP Service, we are looking for a Customer Success Specialist.

Responsibilities

• Providing quality support to the bronze VIP segment.
• Working with tasks from the retention team.
• Promoting user activities such as tournaments, lotteries, quests, and adventures.
• Conducting interviews with bronze segment users, gathering feedback on their experience and preferences.
• Increasing customer satisfaction by providing quality personalized assistance.
• Converting bronze users into VIP clients of higher segments.
• Handling customer objections.
• Assisting in the verification process as needed.
• Achieving established KPI goals.
• Maintaining and improving knowledge of existing and new products.
• Opportunity to work on a schedule of 06:30 - 15:30 Kyiv time (stable schedule from Monday to Friday).

Skills

• Fluent spoken and written English.
• Ability to communicate via email and phone.
• Excellent communication skills and experience in handling customer objections.
• Ability to interest the client in additional services and highlight the positive aspects of the product in an interesting way.
• Empathy and stress resistance in complex cases.
• Desire to learn new tools, work with them, and develop new knowledge.
• Ability to manage work time and meet deadlines.

Preferred (but not critical)

• Experience in iGaming in any role.

Our Values and Benefits

• Teamwork: We work, relax, engage, and do good deeds together.
• Positivity: We approach life with ease and get a thrill from well-done work, interesting tasks, and teammate feedback.
• Opportunities: We offer a clear career plan with Performance Reviews, training, mentoring programs, and other tools for realization in both career and life.
• Boldness: We take on challenging tasks, are not afraid of challenges, and ambitious plans.
• Openness: We communicate directly and simply, even about complex matters, listen to ideas and feedback, and value proactivity.
• We have our own capabilities for creating technological solutions from scratch.
• We automate routine tasks to use time for development and professional growth within the company.
• We dislike bureaucracy and outdated approaches – we are for freedom of action.

Must-Haves

• Work where you are comfortable and safe – in offices or remotely.
• Official employment in Ukraine or Poland – we will support you in resolving bureaucratic issues and help with documents.
• 20 working days of paid leave, state holidays, and sick leave – we support work-life balance.
• Medical insurance in top clinics and coverage of psychologist expenses on the Pleso platform.
• Benefit cafe – spend funds monthly on preferences, hobbies, sports, etc.
• Events – participate in master classes, attend team buildings and corporate parties.
• Training for any request – individual budget for courses, corporate English, workshops, and an online library.

Important Information

• We do not have clients who use our developments and services in the Ukrainian market.
• We do not work with clients from the aggressor country market or any other Russian-speaking market.

Do you feel a match in values and a desire for professional growth? Let's get acquainted! 😉

P.S. If you don't see our email after responding, check your "Spam" or other folders. Sometimes our replies get lost there 👀