Customer Support Agent

Accountabilities: Respond to customer inquiries through live chat and email, providing prompt, clear, and helpful solutions. Troubleshoot technical issues, investigate reported problems, and escalate bugs or complex cases to the appropriate internal teams. Guide new users through the onboarding process, helping them understand platform features and make the most of available tools. Deliver outstanding customer service by maintaining high standards of professionalism, responsiveness, and customer satisfaction. Advocate for customers by collecting, documenting, and communicating their feedback to Product, Engineering, and other relevant departments. Contribute to continuous product and service improvements by identifying recurring issues and suggesting process enhancements. Manage multiple customer requests simultaneously while maintaining accuracy, organization, and attention to detail. Work according to a fixed schedule of 4:00 PM to 12:00 AM Kyiv time, Monday to Friday, with occasional weekend coverage arranged internally. Requirements: At least 2 years of professional experience in customer support or a similar customer-facing position. Advanced written English proficiency (C1 level), with excellent communication skills and the ability to explain technical information clearly. Basic familiarity with customer support and ticketing platforms such as Intercom, Zendesk, Jira, Salesforce, or similar tools. Strong organizational and time-management skills, with the ability to prioritize multiple requests and manage competing responsibilities. High sense of ownership, accountability, and attention to detail when handling customer inquiries and resolving problems. Flexibility and adaptability to work effectively in a fast-changing environment. Strong problem-solving skills and a proactive approach to identifying and addressing customer needs. Previous experience working in a SaaS business environment is highly desirable. Familiarity with LinkedIn automation, sales outreach platforms, or similar digital products is considered a strong advantage. Comfortable working independently while collaborating with distributed international teams. Availability to work from 4:00 PM to midnight Kyiv time, Monday to Friday, with occasional weekends by mutual agreement. Benefits: 100% remote working arrangement, offering flexibility and work-life balance. Competitive salary based on skills, experience, and expertise. 24 days of paid annual vacation. 10 days of paid sick leave. Educational and professional development opportunities. Additional compensation budget for medical expenses and hobbies or sports activities. Generous budgets for birthdays and work anniversaries. Online and offline team-building events and social activities. Collaborative and innovative international working environment. Opportunity to contribute to the development and improvement of a growing SaaS product. Supportive team culture with opportunities to learn and grow professionally.