Customer Support Specialist

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

📋 Description

• Manage incoming inquiries through Zendesk, with a focus on issues related to agent and streamer accounts as well as technical troubleshooting.

• Take ownership of the initial response and provide comprehensive, organized context for any necessary escalations.

• Refer intricate cases to senior team members as required.

• Adhere to platform standards, including service level agreements (SLA), tone of voice, and policy guidelines.

• Collaborate with the QA team by initiating investigations and offering preliminary solutions to users before escalation.

• Work closely with Compliance and Moderation teams to clarify and address questions regarding moderation rules, policies, regulations, and account verification.

• Gather and communicate user feedback to contribute to product and support process improvements.

⛳️ Requirements

• Experience in customer-facing roles (customer support, success, client services, or similar).

• English proficiency at B2 level overall.

• Spanish proficiency at B1+ level.

• Excellent written communication skills that are clear, courteous, and grammatically accurate.

• Proficiency in creating structured AI prompts that produce customer support draft messages with appropriate tone, clarity, and relevance.

• Strong critical thinking skills and a commitment to closing the feedback loop.

• Willingness to work shifts (no night shifts required).

🏝️ Benefits

• 20 paid vacation days, 15 sick days, and 6 additional days off for family-related events.

• Up to 10 extra days off for public holidays.

• Complete medical insurance coverage.

• Reimbursement for sports activities and equipment.

• Team-building events, corporate gifts, and stylish merchandise.

• Financial and legal assistance.

• Maternity recovery support allowance.

• Job security and support for those who enlist in the Armed Forces of Ukraine.

• Involvement in social initiatives that support Ukraine.

• A comfortable working environment: Work from our Kyiv hub or remotely with a flexible schedule.

• Access to modern equipment or depreciation of personal tools.

• Investment in your future: Collaborate with a skilled team of Middle & Senior professionals, exchanging practical experiences and expertise in the social networking sector.

• 70% of our team members and leaders have advanced in their roles here – you can too!

• Performance-driven reviews and Individual Development Plans (IDPs).

• Reimbursement for professional training courses and English language classes.

• Access to a corporate library, participation in a book club, and knowledge-sharing events.