We are looking for a Customer Support Specialist to join our team—someone who is tech-savvy, highly organized, and customer-focused. You’ll be the front line of communication with users, ensuring their issues are resolved efficiently, while also helping us scale support with smarter tools and systems.
Сity: Cherkasy
Requirements:
- Experience or strong interest in working with AI tools and automation platforms (chatbots, support platforms, etc.)
- Understanding of social media platforms and interest in content creation and apps that help with it
- Strong communication and interpersonal skills with a client-first mindset
- Proficiency in both English and Ukrainian (spoken and written)
- Excellent computer skills, especially with Google Workspace (Docs, Sheets, Drive, Calendar, etc.)
- Analytical thinking and advanced problem-solving skills
- Exceptional attention to detail and multitasking ability
- Proactive approach with the ability to think strategically and work independently
- Enthusiasm for learning and continuous professional development

Will be a plus:
- Prior experience in customer support roles
- Familiarity with helpdesk platforms like Zendesk, Intercom, or Freshdesk
- Experience with knowledge base creation or technical writing
- Exposure to AI and Customer Support automation tools

Responsibilities:
- Respond to user inquiries via support tickets, Stripe, App Store reviews and IG messages/tags, prioritizing urgent issues and ensuring prompt and helpful responses
- Test and reproduce user-reported issues, document results clearly, and collaborate with relevant team members to resolve them
- Monitor and manage on-hold/problematic tickets daily, providing updates and documenting progress
- Maintain a detailed shift report and share key insights or issues in daily team standups
- Participate in support team task distribution to ensure balanced workloads
- Set up, train, and continuously improve AI tools (e.g., chatbots or automated support assistants) to effectively answer customer questions
- Develop logic and strategies that help AI and support tools find and deliver the right information efficiently
- Build and manage a structured, easy-to-navigate customer-facing and internal knowledge base of FAQs, solutions, workflows, and escalation paths
- Identify patterns in user requests and recommend proactive improvements to support processes or product usability

We offer:
- Competitive reward for the provided services
- Collaborative and supportive team of professionals
- Growth through a Mentorship Program, regular feedback, and one-on-one meetings with PM and HR
- Partial reimbursement for medical insurance, sports activities, and English language courses
- Generous leave policy — 22 days of annual leave, 10 paid sick days per year
- Personal equipment policy offering MacBooks along with all necessary hardware and software for work
- Financial support for employees during specific life events (weddings, childbirth, etc)
- A people-focused corporate culture that prioritizes employee well-being

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