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 AboutHelpware 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.
ResponsibilitiesBecome 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.
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.
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
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What We Do
Founded in 2015, Helpware is a company taking a modern approach to the outsourcing industry. We created the company to change perceptions of what outsourcing is and can be, and we did that by building amazing cultures in each of our locations, and by simply treating our employees better. With Helpware, we are all a team and family, and you'll see that true difference when partnering with us.
Helpware builds customized teams in Customer Service and Back Office for industry-leading startups and modern companies. With offices in California, Colorado, Kentucky, Ukraine, Philippines, Germany, and Mexico, we have the global scale to tailor custom teams and processes for success to our many powerhouse clients.
Helpware has grown over the years, initially catering to startup client partners, and has now evolved into creating client partnerships with large enterprises as well.
