Customer Support – Operations Manager

📋 Description

• Respond to customer inquiries through Zendesk, email, and chat.

• Assist customers with product setup, usage, and basic troubleshooting.

• Ensure structured documentation of tickets, including tagging and categorization.

• Forward technical or operational issues to the appropriate teams with clear context.

• Oversee order processing within Shopify and internal systems.

• Generate invoices and relevant operational documentation.

• Keep operational and product data accurate across internal tools and systems.

• Contribute to the enhancement of the Knowledge Base, FAQ, and customer support documentation.

• Aid in the maintenance of CRM data and organization of internal processes.

• Assist in optimizing internal workflows and operational procedures.

⛳️ Requirements

• Upper-Intermediate English proficiency or higher.

• Must be located in Ukraine (mandatory).

• 1–3 years of experience in customer support, operations, administrative coordination, or similar roles.

• Hands-on experience with Shopify is required.

• Familiarity with Zendesk or comparable support platforms is a significant advantage.

• Strong written communication abilities.

• Excellent attention to detail and accuracy.

• Capable of troubleshooting and providing clear explanations of solutions.

• Comfortable utilizing digital tools (Google Workspace, ClickUp, QuickBooks, CRM systems, etc.).

• Ability to handle multiple tasks and prioritize effectively.

• A structured, proactive, and customer-focused mindset.

• Availability for flexible scheduling across various time zones.

🏝️ Benefits

• Competitive salary plus performance-based bonuses.

• Option to work remotely, from our R&D office, or from Kooperativ Coworking (Kyiv).

• 14 days of paid vacation along with a flexible sick leave policy, which includes one “mental restoration day” each month.

• Rapid professional growth opportunities for both vertical and horizontal advancement.

• Mental health and therapy support provided through Rozmova.

• Opportunity for growth within an innovative global tech company.