Customer support specialist Offline

About the company
Turning marketing into a market-domination weapon, we created a new category - the marketplace for future customers. Businesses shop for leads as they shop for products in e-commerce: you see everything about a lead before you buy - full transparency, control, and predictable outcomes. We’re the #1 lead marketplace in the USA, and we’re accelerating.

Role overview
We’re looking for a Customer Support Specialist who will own frontline communication with our clients during US business hours. You’ll resolve issues, handle disputes, and make sure every interaction leaves the client confident in our product. This role exists to protect customer trust and directly support retention and revenue.

🔧 What You’ll Be Doing:

• Respond to client inquiries via Zendesk, chat, and calls during 9 AM to 5 PM EDT - providing clear, fast, and solution-oriented support

• Investigate and resolve bank disputes, ensuring fair outcomes and protecting company revenue

• Troubleshoot technical and product-related issues in collaboration with Product and Engineering teams

• Escalate complex cases with clear context and follow through until resolution

• Identify recurring problems and suggest process or product improvements

• Work closely with the Support Team Lead to improve workflows and scale support operations

✅ What Makes You a Strong Fit:

• 1+ year of experience in a Customer Support role

• Experience working with ticketing systems such as Zendesk or similar tools

• Fluent written and spoken English - you use it daily in calls and written communication with US-based clients

• Ability to handle live conversations professionally and confidently

• Strong problem-solving skills and a structured approach to handling disputes and technical issues

• Availability to work 9 AM to 5 PM EDT - 4 PM to 12 AM Kyiv time

➕ Bonus if you have:

• Experience in Customer Success or account management

• Experience supporting fintech, marketplaces, or SaaS products

• Familiarity with handling payment or banking disputes

• Experience working in a remote team environment

🎁 Why You’ll Love It Here:

• You’ll work at the core of a product-led, AI-powered startup where data drives every decision

• Your work will ship fast and impact thousands of users

• High autonomy, low bureaucracy: we trust you to own your domain

• Remote-first culture with flexible hours and async-friendly communication

• Salary (fixed base) ABOVE the market average

• A smart, passionate team that moves fast, supports each other, and builds cool stuff

• 15 paid vacation days plus 5 paid sick days annually

• Paid access to courses, books, and growth resources

• Real decision-making power and ownership of your results