Customer Success Specialist

Location: Remote/Office in Kyiv
Working hours: EST Time Zone, 9 AM - 6 PM EST

About Us

Koyfin is a fast growing fintech company building a powerful, intuitive analytics platform used by financial advisors and individual investors to research ideas, manage portfolios, and grow their businesses. We believe every investor deserves world-class research tools without the complexity or price tag of legacy platforms.

Responsibilities
Customer Support

• Provide high-quality customer support via email and help center.
• Resolve customer inquiries clearly and efficiently, ensuring a great customer experience.
• Troubleshoot issues, report bugs, and collaborate closely with Product and Engineering teams to drive resolution.
• Act as the voice of the customer, sharing insights and feedback to help improve the product.
• Serve as a product ambassador, helping customers understand value, features, and best practices.

Sales & Operational Tasks

• Conduct product demos and calls with clients, including onboarding and training sessions.
• Schedule demos, training sessions, and customer calls across international time zones.
• Prepare and send invoices with clear payment instructions; monitor outstanding invoices and send payment reminders.
• Manage contracts via Dropbox Sign and ensure enterprise accounts are accurately updated.
• Track subscription renewals, send timely renewal notifications, and manage subscription transfers.
• Support clients throughout their lifecycle, from onboarding to renewal.
  
  
  Requirements
  Experience
• 2+ years of experience in customer support, ideally in SaaS or with complex products.
• Understanding of the financial field and financial tools (strongly preferred).

• Experience working with international clients (especially US and UK markets).

  Skills

• Fluent English (written and spoken).
• Strong product mindset with a genuine interest in understanding customer needs and use cases.
• Ability to quickly learn and deeply understand the platform and its functionality.
• Excellent attention to detail, strong organizational skills, and structured problem-solving.
• Proactive, empathetic, and customer-focused approach.
• Strong collaboration skills when working with Product, Engineering, and Sales teams.
• Willingness to share knowledge, ideas, and product insights to improve internal processes and customer experience.
  Personal Qualities
• Friendly, approachable, and a true team player.
• Self-driven, fast learner who can onboard quickly and become effective independently.
• Strong sense of ownership with a GSD (Get Stuff Done) mindset.
• Curious, adaptable, and comfortable working in a fast-moving product environment.