Customer Operations Specialist

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Assist customers via comments, reviews, email, live chat, and in-app channels for a mobile B2C product.

• Oversee the daily interactions and performance of the AI support agent.

• Handle escalated cases, stepping in when human intervention is necessary.

• Transform recurring inquiries into automated workflows.

• Oversee customer support through live chat and email.

• Monitor and reply to comments on Facebook and Instagram.

• Manage responses to reviews on the App Store and Google Play.

• Address questions related to accounts, subscriptions, payments, refunds, and products.

• Investigate customer concerns using the internal platform.

• Reproduce bugs, document observations, and collaborate on solutions with the team.

• Identify common customer issues, feedback, and sentiment trends.

• Provide actionable insights to product, engineering, and operations teams.

• Take ownership of each issue until resolution and follow up with the customer.

⛳️ Requirements

• CV must be submitted in English only.

• Proficient in English and experienced in utilizing it effectively.

• Capability to work across comments, reviews, email, live chat, and in-app support channels.

• Comfortable with technical aspects of internal support platforms.

• Skilled in investigating customer issues and reproducing bugs.

• Ability to document findings and coordinate resolutions effectively.

• Competent in identifying recurring customer issues, feedback, and sentiment trends.

• Provide salary expectations in gross USD, before taxes.

🏝️ Benefits

• Opportunity to work in a dynamic, fast-paced environment.

• Access to professional development and training programs.

• Flexible working hours with remote work options.

• Collaborative team culture that values innovation and creativity.