About the Position

We are currently looking for a Support Agent (Freelance) to join our team!

Remote Full-time | Customer Support

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Responsibilities

Becoming the voice and face of the company by communicating with users from all over the world via email.
Processing incoming customer requests and ensuring a high-quality support experience.
Achieving team and individual KPIs, including First Response Time, Resolution Time, CSAT, and other performance metrics.
Quickly mastering product processes, investigating complex user issues, gathering detailed information, and escalating bug reports to technical, product, or legal teams when necessary.
Working with payment systems, including initiating and processing user refunds.
Contributing to support process improvements by creating and updating macros/templates, testing new support tools, and suggesting ideas to enhance the customer experience.
Maintaining internal documentation and participating in regular 1-to-1 meetings with your Team Lead, team meetings, and other operational activities.
Providing seamless customer support while working a 2/2 shift schedule from 4 PM to 4 AM Kyiv time.

English proficiency from B1+ (Upper-Intermediate) to B2+ or higher, with strong written communication skills.
At least 3 months to 1+ year of experience in Customer Support, Technical Support, Sales, or Retention.
Strong technical aptitude and the ability to quickly understand product workflows, gather detailed information from users, and properly escalate complex issues.
Experience working with documentation, templates/macros, and process improvement initiatives.
A high level of empathy and customer orientation, with a genuine desire to help users solve their problems and achieve their goals.
The ability to remain calm, professional, and polite while handling challenging cases and a high volume of requests.
Adaptability and flexibility in a fast-paced environment, with a willingness to embrace new tools, processes, and changes.
Strong attention to detail, especially when collecting and transferring information for escalations.
Openness to constructive feedback and the ability to both receive and provide feedback professionally.