Support Specialist (with night shifts)

We are looking for a detail-oriented Support Specialist with a strong investigative mindset and a knack for critical thinking. In this role, you will troubleshoot issues, collect necessary information, and follow escalation processes to implement effective solutions. Collaboration with teams such as moderation, product, and B2B will be essential as you prioritize cases and ensure timely resolution of customer concerns. If you thrive in a fast-paced environment and are driven by delivering exceptional service, we’d love to hear from you.

About the product: It is a web communication platform connects users worldwide with a wide range of features. Launched in 2020, it has passed all MVP testing stages and attracts a growing number of long-term users. The platform enables 24/7 communication and content sharing without compromising performance or user experience. With a focus on high-load handling, excellent UX/UI, and a unique monetization strategy, we offer a top-tier product in the market. Our global goal is to become a top 5 international social networking service, with plans to expand into Latin American and Asian markets.

• Respond to customer inquiries via email and chat
• Resolve customer issues with professionalism and friendliness
• Gather detailed information to escalate complex inquiries to the appropriate teams (e.g., technical team, billing, product department)
• Advise customers on the capabilities of our product to help them achieve optimal results

• Previous experience in Customer Support
• Proficiency in written English at an Upper Intermediate level or higher
• Experience with Freshdesk or Zendesk (preferred)
• Prior experience in chat support
• Ability to understand and relate to customers’ concerns, providing support in a friendly and non-judgmental manner
• Ensuring all customer inquiries are addressed accurately, with attention to important details
• Capability to handle a high volume of interactions efficiently while maintaining quality
• Flexibility to manage various types of customer inquiries and adapt to evolving policies or product updates
• Strong communication skills to explain solutions and platform features clearly, ensuring customer understanding

• Care and support: 
• 20 paid vacation days, 15 sick days, and 6 additional days off for family events
• 100% medical insurance coverage
• Sports and equipment reimbursement
• Online yoga class with an instructor from the Ukrainian Yoga Federation
• Team building events, corporate gifts, and stylish merch
• Financial and legal support
• Position retention and support for those who join the Armed Forces of Ukraine
• Participation in social initiatives supporting Ukraine

• Comfortable working environment:
• Work from our Kyiv hub or remotely with a flexible schedule 
• Modern equipment or depreciation of your own tools

• Investment in your future:
• Collaborate with a highly-skilled team of Middle & Senior professionals, sharing practical cases and expertise in the social networking niche
• 70% of our heads and leads have grown into their roles here – so can you!
• Performance-oriented reviews and Individual Development Plans (IDPs)
• Reimbursement for professional courses and English classes
• Corporate library, book club, and knowledge-sharing events

• Intro call 
• Test Task
• Hiring Team Interview 
• Final Interview
• Reference check
• Offer