Customer Support Specialist

We are looking for a Customer Support Specialist to join our team—someone who is tech-savvy, highly organized, and customer-focused. You’ll be the front line of communication with users, ensuring their issues are resolved efficiently, while also helping us scale support with smarter tools and systems.

 

Requirements:

• Experience or strong interest in working with AI tools and automation platforms (chatbots, support platforms, etc.)
• Understanding of social media platforms and interest in content creation and apps that help with it
• Strong communication and interpersonal skills with a client-first mindset
• Proficiency in both English and Ukrainian (spoken and written)
• Excellent computer skills, especially with Google Workspace (Docs, Sheets, Drive, Calendar, etc.)
• Analytical thinking and advanced problem-solving skills
• Exceptional attention to detail and multitasking ability
• Proactive approach with the ability to think strategically and work independently
• Enthusiasm for learning and continuous professional development

Will be a plus: 

• Prior experience in customer support roles
• Familiarity with helpdesk platforms like Zendesk, Intercom, or Freshdesk
• Experience with knowledge base creation or technical writing
• Exposure to AI and Customer Support automation tools

Responsibilities:

• Respond to user inquiries via support tickets, Stripe, App Store reviews and IG messages/tags, prioritizing urgent issues and ensuring prompt and helpful responses
• Test and reproduce user-reported issues, document results clearly, and collaborate with relevant team members to resolve them
• Monitor and manage on-hold/problematic tickets daily, providing updates and documenting progress
• Maintain a detailed shift report and share key insights or issues in daily team standups
• Participate in support team task distribution to ensure balanced workloads
• Set up, train, and continuously improve AI tools (e.g., chatbots or automated support assistants) to effectively answer customer questions
• Develop logic and strategies that help AI and support tools find and deliver the right information efficiently
• Build and manage a structured, easy-to-navigate customer-facing and internal knowledge base of FAQs, solutions, workflows, and escalation paths
• Identify patterns in user requests and recommend proactive improvements to support processes or product usability

We offer:

• Competitive compensation
• Collaborative and supportive team culture
• Structured growth via our Mentorship Program, regular feedback cycles, and one-on-ones with PMs and HR
• Partial reimbursement for medical insurance, fitness, and English courses
• Generous leave policy - 22 paid vacation days + 10 paid sick days per year
• Work equipment provided (MacBook + necessary software and accessories)
• Financial support for major life events (wedding, childbirth, etc.)
• A people-focused corporate culture that prioritizes employee well-being