Customer Support Specialist

As we grow our franchise customer base across three continents, support volume and complexity are growing with it. We’re looking for a proactive Customer Support Specialist who wants to do more than answer tickets — someone who’ll dig into hard problems, help us shape AI automation, and contribute to the Help Center as a real product surface.

This is a hands-on role with room to grow. You’ll work directly with corporate brand managers and franchisee location operators — two very different user profiles with very different technical fluency — and you’ll have real ownership of how we make support better, not just faster.

Key Responsibilities

Daily Support Operations

• Resolve customer inquiries via email, in-app chat, and occasional Zoom calls, owning tickets end-to-end
• Troubleshoot issues across social publishing, listings, reviews, and analytics
• Manage your own ticket queue against SLA targets
• Handle escalations — both taking them from teammates and escalating to Product or Engineering when the issue calls for it
• Step into shift coordination, queue triage, or peer support when the team needs it

• Support the full range of users — from non-technical franchisees to enterprise corporate marketing teams

   

AI & Automation

• Use AI tools day-to-day to draft replies, summarize tickets, and speed up resolution
• Spot repetitive ticket patterns and propose automations that reduce them
• Help us tune AI-powered support workflows in Intercom (auto-replies, knowledge retrieval, routing) — experience deploying these in production is a plus, but willingness to learn and improve them matters more

• Pay attention to what’s working in our automations and what isn’t, and feed that back to the team

   

Knowledge & Help Center

• Contribute to the Help Center: write new articles, update outdated ones, and structure content so it works well for both customers and our AI agents

• Care about documentation quality — clear writing, accurate steps, kept up to date as the product changes

   

Analytics & Continuous Improvement

• Keep an eye on your own CSAT, first response time, and resolution time, and look for ways to improve them
• Spot product friction patterns from your ticket work and share them with Product and Engineering, ideally backed by examples and data

Who You Are

• 1+ years in B2B SaaS customer support (or strong adjacent experience — technical support, customer success ops, technical account management)
• Confident, daily user of AI tools (ChatGPT, Claude, Gemini) for work — drafting, summarizing, debugging
• Hands-on experience with AI-powered support automation (auto-replies, RAG, agentic workflows, automated routing) is a plus
• Familiarity with Intercom is a plus; Kibana and Mixpanel are nice-to-have
• B2/C1 written and spoken English
• Comfortable working with both technical and non-technical users
• Proactive — you don’t wait to be told what to improve
• Analytical — you debug the cause, not just the symptom
• Organized and reliable in a shift environment
• Experience supporting franchise, multi-location, or agency customers is a plus

Success Metrics

• Your own CSAT consistently above team target on tickets you own
• Your first response and resolution times within SLA across your shift coverage
• Escalations handled cleanly — fast triage, clear handoffs, no dropped balls
• Help Center articles you own are useful, well-maintained, and reduce repeat questions on their topics

• Product friction patterns you surface lead to real conversations with Product and Engineering

   

Key Relationships

• Support Team — your immediate team; you’ll learn from peers and bring your own ideas to the queue
• Product & Engineering — for escalations, bug reports, and surfacing product friction
• Customer Success Team — for handoffs on enterprise accounts and proactive issue prevention

• Reports into the Head of Support

   

We Offer

• A role with real ownership in a fast-growing SaaS company serving franchise and multi-location brands
• Direct exposure to how we use AI to scale customer-facing operations — both for our customers and inside the team
• Distributed international team across EU, Ukraine, US, and beyond
• Open remote work policy
• Room to grow into senior support, automation, or CS adjacent roles
• Compensation aligned with Kyiv SaaS support benchmarks; specific band shared at recruiter screen