Retently

About Retently

Retently is a Customer Experience Management platform for SaaS, Ecommerce & Financial Services companies.

Our product helps businesses collect, understand, track, integrate, and automate customer feedback.

About the Team

We are a small, fully distributed team working from Ukraine and Moldova, operating for 10+ years.

About the Role

We are looking for a Customer Support / Success Specialist to join our team during the second shift (16:00 – 00:00 UA time). You’ll be the first point of contact for our customers, helping them troubleshoot issues, answer questions, and ensure they succeed with Retently.

Your work will directly impact customer satisfaction and retention by making sure our clients get the most value out of our product.

Responsibilities

• Provide timely and clear support to customers via email, chat, and occasional calls.
• Guide customers in using Retently’s features to meet their goals.
• Troubleshoot technical issues and escalate when necessary.
• Document common issues, solutions, and feedback for the product team.
• Collaborate with colleagues to improve support processes and customer onboarding.

Requirements

• Excellent written and spoken English (C1+ level preferred).
• 1–2 years of experience in customer support, customer success, or a similar client-facing role (preferably in SaaS).
• Strong communication skills and empathy when interacting with customers.
• Ability to learn quickly and explain technical concepts in simple terms.
• Comfortable working independently during the second shift (16:00 – 00:00 UA time).
• Familiarity with SaaS products and general web tools.

Application Requirement

As part of your application, please submit a 30-seconds Loom or Google Drive video recording where you:

• Introduce yourself.
• Present the Gmail interface and walk us through how you typically manage and organize emails.

Tools We Use

• Gmail & GSuite
• Intercom / Help desk tools
• Linear
• Google Meet
• Airtable
• Notion
• Slack