Customer Support Manager Offline

effie is an international software product company. We discover new and unconventional approaches to tackling business challenges by providing global cloud-based SaaS solutions, leveraging the sharing economy and AI capabilities.

In addition to developing innovative software products, we offer a full range of services, including deployment, training, administration, optimization, process automation, technical support, and business analytics consulting.

Our main expertise lies in optimizing business processes for manufacturers, distributors, merchandising agencies, and retail chains in the CPG (including FMCG) and pharmaceutical industries.

  • 140+ team members;
  • 100+ clients across 13 countries, including PepsiCo, Coca-Cola, Nestle, Shell, Nemiroff, Philip Morris, and others;
  • 27,000+ users of our services;
  • Microsoft Gold Partner.
     

What We Value:

  • Passion β€” You can only make customers happy if you truly love what you do;
  • Trust β€” The foundation of all relationships, inside and outside the company;
  • An Eye for Excellence β€” A deep appreciation for quality in every form;
  • Simplicity β€” The best things don’t need extra explanation.
     

Requirements: 

  • Prior experience in customer support is a big plus;
  • Strong command of English (advanced or fluent);
  • Proficiency in Ukrainian;
  • Excellent communication skills – both written and verbal;
  • Fast learner with attention to detail and a proactive mindset;
  • Empathetic, patient, and professional in customer interactions;
  • Comfortable working under pressure and managing multiple tasks;
  • Experience with CRM or support systems is an advantage.

     

Responsibilities:

  • Providing first-line support to customers via phone, ticketing system, or chat – identifying, analyzing, and prioritizing their requests;
  • Escalating complex issues to second-line support or developers when needed;
  • Following up on resolutions and clearly communicating solutions back to customers;
  • Managing customer expectations and ensuring a positive support experience;
  • Explaining technical information in a simple, user-friendly way β€” no complex jargon;
  • Collaborating with internal teams such as developers and product specialists to resolve advanced technical problems;
  • Maintaining and contributing to the internal knowledge base to improve support efficiency;
  • Translating content (e.g., user guides, interfaces, presentations) into English upon request;
  • Conducting remote onboarding and training sessions to help customers navigate the platform.

     

We offer:

  • Work format: Remote or hybrid;
  • Office in Kyiv, a 15-minute walk from Sviatoshyn metro station, featuring a shelter and all necessary amenities for uninterrupted work during power outages and blackouts;
  • Schedule: Monday to Friday, 10:00 AM – 7:00 PM (Kyiv time);
  • Free parking for cars, motorcycles, and bicycles;
  • Partial reimbursement for medical insurance upon successful completion of the probation period;
  • 21 working days of paid vacation, plus paid sick leave;
  • 12 additional days off per year;
  • Exclusive discount card for the WineTime retail chain.


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