• 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.