Customer Support Specialist

About the Position

Customer Support Specialist

Location: Kyiv, Ukraine + Remote

Company: Prom.ua – the largest marketplace in Ukraine, with over 100 million products from tens of thousands of entrepreneurs across the country.

About the Role and Team:

The Customer Support team at Prom.ua helps buyers and sellers resolve issues that arise during the placement and fulfillment of orders. We support users in working with Prom services, follow up on non-standard cases, and interact with internal teams and partners to find the best solutions.

Our team consists of 12 specialists, 2 Senior Customer Support Specialists, and a Team Lead. We work in an environment that values mutual assistance, open communication, responsibility, and a desire to improve the customer experience. In our team, you can always get support from colleagues and influence changes in processes and services.

In this role, you will directly impact the experience of millions of buyers and tens of thousands of sellers on Ukraine's largest marketplace, helping to quickly and effectively resolve their issues.

Responsibilities

• Process written customer and seller inquiries through Zendesk regarding orders related to Prom-payment, Installment Payment, Smart Subscription, delivery via Rozetka, donations, and other Prom services.
• Interact with logistics partners to resolve customer issues.
• Collaborate with other teams and company departments to find optimal solutions.
• Analyze non-standard situations and find effective ways to resolve them.
• Participate in improving support processes and customer experience.

Requirements

• Experience in customer support (email or chat support).
• Fluency in Ukrainian and confident written communication.
• Experience working with KPIs (quantitative and qualitative indicators).
• Ability to explain complex things simply, clearly, and structured.
• Customer-oriented and ready to find both standard and non-standard solutions.
• Ability to make decisions independently based on information analysis.
• Attentive to details and comfortable working with large amounts of information.
• Easily adapt to changes and quickly switch between tasks.
• Value teamwork and open communication.
• Willing to take initiative and propose process improvements.

Nice to Have

• Experience handling inquiries related to payments, transactions, complaints, or disputed operations.
• Basic understanding of the principles of payment services and e-commerce.

We Offer

• The opportunity to work on one of Ukraine's largest e-commerce products and influence the experience of millions of users.
• Professional development, training, and experience sharing within the large EVO product ecosystem.
• An environment that values initiative, responsibility, and a desire to improve processes.
• Support for mental and physical health: a corporate psychologist and health insurance after two months of employment.
• Opportunity to participate in the company's volunteer and social initiatives.
• Equal opportunities for professional development regardless of experience and life circumstances.
• Corporate discounts from company partners.

About the Company

Prom is the largest marketplace in Ukraine. Here:

• 7 million Ukrainians regularly place orders.
• 60,000 entrepreneurs run their businesses.
• Over 120 million products: from dog food to bulletproof vests, from children's toys to cultivators.

Your work will help develop one of the country's largest e-commerce businesses and impact the experience of millions of buyers and tens of thousands of sellers.

Application Process

1. Resume submission
2. Interview with a recruiter
3. Test task
4. Interview with the team leader
5. Final interview
6. Job offer

Ready to join our team?

Send your resume through the form

We look forward to creating opportunities for entrepreneurship together!