Job Description, Responsibilities & Requirements
About the Position
Galaktica is a Ukrainian product IT company that has been creating mobile applications and web products for Tier-1 markets since 2019. The team consists of 350+ specialists with leading expertise, working from different parts of the world. We develop international products, experiment with approaches, and quickly scale solutions that improve the lives of millions of users.
We are actively growing and scaling, which is why we are looking for a Customer Support Representative with at least 6 months of experience to join our team of professionals!
Your working hours will be night shifts from 22:00 to 6:30 Eastern European Time (EET).
Responsibilities
- Resolving user incidents: analyzing incoming tickets, live chats, and phone calls, conducting investigations, communicating with users, and fully satisfying their requests. This will take up 60% of your work time;
- Collaborating closely with the moderation team, partners, and customers. This will take up 20% of your time;
- Updating knowledge bases and continuously improving user communication processes. This will take up 10% of your time;
- Preparing reports on user requests. This will take up 10% of your time.
Requirements
- At least 6 months of experience in customer support in English;
- Basic knowledge of working with helpdesk systems (experience with Zendesk chat and ticketing system, as well as phone support);
- Upper-intermediate or higher English proficiency, with fluent speaking skills;
- Strong communication skills in English, both via email and phone.
Nice to Have
- Experience with payments, verification, or KYC;
- Knowledge of manuals, rules, and standards for customer communication;
- A deep understanding of customer-friendliness and the ability to apply it effectively;
- Strong interpersonal and psychological skills to handle even the most difficult customers.
What You'll Find at Galaktica
Stability You Can Rely On
We are building a product-driven business with a long-term vision and sustainable growth. Here, you don't have to choose between stability and professional growth - you'll have the opportunity to work on complex challenges while feeling confident about your future.
Flexibility and Comfort
Choose the work format that suits you best: remote, hybrid, or from one of our offices in Kyiv, Lviv, Odesa, or Larnaca. We provide everything you need to work effectively, including a laptop, monitors, other equipment, and a home office setup allowance. All our offices are equipped with generators and Starlink internet and are accessible to the team 24/7.
Taking Care of Yourself
Enjoy 3 weeks of paid vacation, unlimited personal days off, and flexible sick leave with minimal bureaucracy. You can choose between private health insurance or a wellness budget that can be used for sports activities, therapy, massages, wellness treatments, or vitamins. We also reimburse 50% of taxes for eligible employees and provide full relocation support to Cyprus or Malta, including accounting and legal assistance.
A Growth-Oriented Environment
We actively support professional development and cover 50% to 100% of the cost of industry conferences, training programs, certifications, online courses, and other educational activities. Our company offers an internal LMS platform, a library, and a book club. In addition, our certified coaches conduct internal training sessions and one-on-one coaching to help employees strengthen leadership skills, achieve career goals, and better understand their strengths. To support international communication, we reimburse 70% of the cost of individual foreign language lessons and run an English Speaking Club.
Make a Real Impact
There are no "process-only" roles here. We value people who identify opportunities, take ownership, and drive results. Your ideas won't get lost in layers of approvals - they can evolve into new products, business initiatives, and impactful solutions.
A Strong Professional Community
We believe great products are built by great teams. Here, you'll find like-minded professionals, support from colleagues, opportunities to share knowledge, and plenty of reasons to celebrate success together. Team sports activities, company-sponsored volleyball, running, and yoga sessions, team-building events, offline meetups, and internal gatherings - from small social evenings to large offsite events - are all an important part of our culture. You can get a feel for our team and events on the Galaktica YouTube channel.
Learn More About Us
🌐 Galaktica - Official Website
📸 Instagram (galakticateam) - Behind the Scenes of Our Team and Work
🎥 Galaktica Company Overview - Video Presentation
📱 Telegram: Recruiter Ksenia
We’d be happy to answer your questions and invite you to the first stage of the interview process.
Please note that if your profile matches our requirements, we will contact you via a convenient channel to discuss the opportunity in more detail.