Junior Customer Support Representative

• Location: Fully Remote (Ukraine)
• Employment Type: Full-Time
• Hours: 4:00 PM - 12:00 AM EEST

About Pozotron

Pozotron is a fast-growing software company transforming the way scripted audio is produced. Our platform helps audiobook publishers, production studios, narrators, and voice professionals create higher-quality productions more efficiently through intelligent workflow tools designed specifically for the industry.

Today, customers in more than 30 countries use Pozotron to support audiobook and scripted voice production. Our software helps reduce production time, improve quality assurance, and eliminate many of the repetitive manual tasks involved in creating scripted audio. 

Although we're a small company, we're an ambitious one. We move quickly, encourage new ideas, and give every team member the opportunity to make a meaningful impact. You'll work alongside talented colleagues across North America and Europe in a collaborative, remote-first environment where everyone's contributions matter.

About the Role

At Pozotron, exceptional customer support is one of our greatest strengths and a core part of what sets us apart. We believe that great software should be backed by knowledgeable, responsive, and genuinely helpful people who are committed to our customers' success.

As a Junior Customer Support Representative, you'll play an important role in delivering that experience. You'll help customers solve problems, answer questions, and get the most out of Pozotron while building lasting relationships based on trust and reliability.

This role is about more than resolving support tickets. You'll become a product expert, advocate for our customers, and work closely with other departments to share feedback that helps shape the future of our platform. If you enjoy helping people, learning new technology, and making a real impact, we'd love to hear from you.

What You'll Do

Deliver Outstanding Customer Support

• Respond to customer inquiries via email
• Troubleshoot software issues or questions over 1:1 video calls with customers when required.
• Troubleshoot software issues and guide customers toward successful resolutions.
• Escalate technical issues to our development team with clear documentation.
• Follow up to ensure customers' issues have been fully resolved.
• Maintain excellent customer satisfaction while meeting response time expectations.

Become a Product Expert

• Develop a deep understanding of Pozotron and its workflows.
• Stay current on new features and product releases.
• Clearly explain features and best practices to customers with varying levels of technical experience.

Improve the Customer Experience

• Identify recurring customer questions and suggest improvements.
• Help maintain and expand our Help Center documentation.
• Recommend process improvements that make support more efficient.
• Assist with testing new features before release when needed.

Collaborate Across Teams

• Work closely with Product and Engineering to report bugs and customer feedback.
• Share customer insights that help shape future product improvements.
• Participate in team meetings, training sessions, and continuous learning initiatives.

What We're Looking For

Required Qualifications

• 1–2 years of experience in customer support or another customer-facing role.
• Fluent in written and spoken English. 
• Excellent communication skills with a friendly and empathetic approach.
• Strong problem-solving and analytical skills.
• High attention to detail.
• Comfortable learning new software and technology.
• Ability to manage multiple tasks while remaining organized.
• Reliable internet connection and home office setup.
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Nice to Have

• Experience supporting SaaS products.
• Experience using help desk or CRM software (HubSpot preferred).
• Basic technical troubleshooting experience.
• Experience documenting bugs or software issues.
• Additional language skills.
• Interest in publishing, audiobooks, media, or creative technology.

The Kind of Person Who Thrives Here

We're looking for someone who is:

• Naturally curious and eager to learn.
• Positive and customer-focused.
• Organized and dependable.
• Comfortable taking ownership of their work, especially in a remote environment.
• Adaptable in a fast-moving environment.
• Collaborative and enjoys working with people across different departments.
• Passionate about delivering exceptional customer experiences.

Interested?

If you're passionate about helping customers, enjoy solving problems, and want to grow your career with a company that's making a real impact in the audiobook and voice production industry, we'd love to hear from you.

Apply today and help us build the future of scripted audio production.