Poklyk

Poklyk is a product company specializing in developing and advancing our web and mobile applications Orderry and RemOnline designed for SME automation. Our services empower businesses to streamline processes and embrace a more technological approach.

As a Customer Support Specialist, you will be responsible for providing exceptional service to the company’s clients through various customer support channels and contributing to initiatives aimed at enhancing the overall customer experience.

Please note:
Schedule: 2 days on, 2 days off.
Working hours: 9:00 AM — 9:00 PM (includes 1-hour lunch).

Requirements:

• Minimum 1 year of experience in customer service or support
• English proficiency at level Upper-Intermediate+.
• Strong communication skills, both written and verbal. Ability to collaborate effectively with cross-functional teams
• Problem-solving and analytical skills
• Service-oriented approach
• Growth mindset

Responsibilities:

User Communication:

• Communicate with users, address inquiries, and resolve complaints through customer support tools via different channels: tickets, phone, and chat.
• Provide expert guidance to clients regarding the company’s products and services.
• Investigate incidents related to product functionality and assist users in their resolution.
• Collaborate with cross-functional teams to ensure timely resolution of customer inquiries.
• Escalate complex or specialized requests to specialized teams or team members.

Support Processes improvement:

• Adhere to performance metrics standards, ensuring efficient work.
• Participate in the development and implementation of new or improved support processes to enhance productivity and service quality.
• Organize and participate in brainstorming sessions and meetings to discuss potential improvements.
• Identify opportunities for implementing innovative solutions and initiatives to improve service quality and customer satisfaction. Participate in the implementation of such initiatives.

It would be a plus:

• Spanish proficiency at level Intermediate+ will be a big advantage.
• Knowledge of other additional languages at level Intermediate+ will be a plus.
• Advanced technical understanding or desire to dive deep into technical aspects would be a strong advantage (ex.: basic programming skills, data analytics and dashboard creation, understanding of webhooks and API integrations, etc.)

Note: Candidates possessing experience or proficiency in the “Nice to haves” are viewed favorably, but these qualifications are not mandatory for the position.

We offer:

• Official employment with all the accompanying benefits.
• Direct involvement in product development, as we discuss each improvement proposal with the entire team.
• The opportunity to work with one of the leading IT companies in business automation is recognized as essential to the Ukrainian economy.
• Flexible working arrangements, whether hybrid or fully remote.

• A chance to join a company recognized by programs like MasterCard

  Start Path Ukraine and Google for Startups.  

• 18 days of vacation, 10 days off, and paid sick leave.
• Access to English language courses for professional growth.
• Reimbursement for professional development activities, including courses, webinars, and related resources

Poklyk is a product company dedicated to developing and enhancing web and mobile applications - Orderry and RemOnline - designed to automate and optimize SME operations. Our solutions help businesses streamline their processes and adopt a more technological approach to management.

We are building a new Omnichannel Sales Team to make our product the perfect fit for eCommerce businesses. This team will focus on seamless integrations with eCommerce platforms, marketplaces, and third-party logistics providers, ensuring a smooth and efficient sales experience.

As a Middle Product Manager, you will play a key role in developing our POS module and ensuring it aligns with the needs of modern omnichannel businesses. We are looking for a proactive and skilled professional passionate about building scalable solutions that bridge the gap between online and offline sales channels.

What We’re Looking For:
- At least 3 years of experience in developing B2B web products.
- Strong understanding of project management methodologies.
- Hands-on experience with Jira, Confluence, and their configuration.
- A structured, systematic approach to work.

Responsibilities:

- Developing integrations with eCommerce platforms (Shopify, Horoshop), marketplaces (Amazon, eBay, Etsy, Rozetka), and delivery services.
- Identifying and eliminating functional gaps within our product.
- Building integrations with existing POS systems (focusing on Square).
- Developing our own POS system to enhance omnichannel sales.

Would be a plus:

- Background in programming and solid understanding of REST APIs.
- Experience in developing CRM/ERP systems.

What We Offer:
- Official employment with full benefits.
- Direct involvement in product development - every improvement is discussed as a team.
- A chance to work with one of Ukraine’s top business automation IT companies, recognized as vital to the economy.
- Flexible working options - hybrid or fully remote.
- Recognition by industry leaders - Poklyk is part of MasterCard Start Path Ukraine and Google for Startups.
- 18 vacation days, 10 additional days off and paid sick leave.
- Access from the first days to the English language courses for professional growth.
- Reimbursement for professional development, including courses, webinars, and learning resources.

Our Hiring Process:
1️⃣ HR Call with a recruiter (30 min)
2️⃣ Job Interview with our CPO (up to 1 hour)
3️⃣ Test Task
4️⃣ Final Interview with the CPO (up to 1 hour)
5️⃣ Offer from Poklyk 🎉

Let’s create the future together 🚀