Customer Support Agent / Knowledge manager (offline)

We are a product company working in the global market. Right now we are a team of 100+ amazing Ukrainians working 100% remotely from day 1. We have 4000+ customers all over the world using our platform every day. And now we are looking for a proactive individual to join our team as a Customer Support Agent / Knowledge Manager :)

In this role, you will be responsible for providing exceptional support to our clients through chat interactions, addressing their inquiries and concerns about our product. Additionally, you will play a crucial role in creating educational content such as articles for our Help Center and courses for our Academy to empower our clients with the knowledge they need to succeed.

You will be combining responsibilities for both roles equally: half of your shift will be dedicated to assisting customers, and half of it - to performing Knowledge management activities (after your probation period is over).

Also, you can learn more about the company by watching the interview with Reply’s CEO and Founder (see it below).

Requirements

• 1+ year of proven experience in customer support or client-facing roles, with excellent communication and interpersonal skills.

• Strong writing and editing skills, with the ability to create clear, concise, and engaging educational content.

• 1+ year experience with managing knowledge management systems and tools, such as Help Center platforms and Learning Management Systems (LMS).

• Ability to manage multiple projects simultaneously and meet tight deadlines in a fast-paced environment.

• Analytical mindset with a focus on continuous improvement and data-driven decision-making.

• Passion for learning and a commitment to delivering exceptional customer experiences.

Responsibilities

Customer Support Agent:

• Engage with clients via Intercom chat (and occasional Google Meet calls) to assist them with questions, issues, and feedback related to Reply.io.

• Provide timely and accurate responses to client inquiries, ensuring a high level of customer satisfaction according to our SLAs.

• Collaborate with Technical support, Customer Success, Product managers, and Developers teams to escalate and resolve complex client issues effectively.

Knowledge Manager:

• Along with the Technical writer and Head of support develop and curate educational content for clients, including articles, tutorials, FAQs, and user guides for our Help Center.

• Design and create interactive courses and learning materials for our Academy platform to enhance clients' product knowledge and proficiency.

• Collaborate with subject matter experts and stakeholders to identify training needs and develop targeted content to address them.

• Implement strategies to promote self-service and empower clients to find answers to their questions independently.

• Analyze client feedback and usage data to optimize content effectiveness and relevance.

• Curate educational materials for the Support team (template messages, conversational tags).

Work in shifts (Kyiv time)

Currently, our team operates in shifts from 9 a.m. to 2 a.m. (Kyiv time), and we are eager to welcome new team member for the following shifts:

• 17-01:00

• 18-02:00

We offer

• Working with the leading product on the US and Global market

• Real opportunity for professional growth and self-improvement

• Small and focused agile teams

• Ability to focus on your tasks

• Work from home or co-working space (we cover the co-working costs)

• We provide the latest equipment and any necessary things for your comfortable work

• Access to internal business literature, training, seminars

• We compensate the cost of courses / conferences / meetings in Ukraine and abroad

• Unlimited number of sick leaves

• Free professional help from a corporate psychologist in an online format

• Amazing and accessible CEO who is ready to help

• Awesome colleagues and a pleasant working atmosphere

• Corporate celebrations and fun activities, some of them unforgettable.