Customer Support Agent

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

📋 Description

• Handle incoming user inquiries in English via email.

• Assist users in creating and editing content within the product.

• Independently find information and solutions for both typical and unique cases.

• Work with CRM systems.

• Escalate complex requests to Product, Tech, or Legal teams.

• Adhere to internal guidelines and maintain the appropriate tone of voice in communications with users.

• Maintain a high level of service and contribute to the development of the support team alongside the product.

⛳️ Requirements

• Minimum of 1 year of experience in Customer Support.

• Experience with CRM/support systems such as Zendesk, Intercom, HelpDesk, etc.

• Experience working with English-speaking users.

• Proficient written English skills at a B2 level or higher.

• Understanding the nuances of written communication with users: structure, accuracy, personalization, and appropriate tone of voice.

• Attention to detail and accountability for results.

• Ability to work independently on case resolutions.

• Resourcefulness and quick problem-solving skills.

• Willingness to work with structured and repetitive tasks without compromising quality.

• Availability to work on a flexible schedule, including night shifts.

• Experience with Zendesk and SolidGate is a plus.

• Experience in support for AI-based products is a plus.

• Experience in generating or editing images/videos using AI is a plus.

• Basic understanding of LLM and prompting is a plus.

• Experience working in products with an international audience is a plus.

🏝️ Benefits

• Fully remote work format.

• Performance-based bonus tied to the level of work completed.

• Opportunity to take additional shifts at a 1.5x rate.

• Structured processes, clear instructions, and regular feedback.

• Opportunity to grow alongside the team and the business.