Customer Support Specialist

We are looking for a Middle/Senior Support Specialist to join our team. We offer a bureaucracy-free environment, characterized by rapid cross-team collaboration and the opportunity to optimize existing processes or implement new ones from scratch.

• Experience: 2+ years of experience in customer support with a deep understanding of industry standards and workflows.

• Technical Skills: proven experience with Zendesk, VoiceFlow (is a plus).

• Language: Upper-Intermediate English level (B2) or higher.

• Problem-Solving: Ability to analyze complex situations, identify root causes, and propose effective solutions quickly.

• SQL Knowledge: Experience with SQL for query analysis is a significant advantage.

• Mindset: Openness to new challenges, a proactive learning attitude, and a commitment to continuous skill improvement.

• Improving existing automation processes for responding to routine user inquiries.

• Enhancing user experience and resolving issues through communication on the App Store, Google Play, and Trustpilot to directly influence store ratings.

• Actively managing the Knowledge Base, including updating templates and optimizing user inquiry flows.

• Communicating with the development team about user-reported bugs and issues.

• Preparing monthly reports on key user inquiries, performance metrics, and processed tickets.