Support Agent, Freelance, Night Shifts

• Handle incoming user requests from around the world via email
• Consistently meet team and individual KPIs, including First Response Time, Resolution Time, and CSAT
• Master all product processes and support workflows
• Collect details on complex requests and escalate bug reports to technical support, product, and legal departments
• Process and issue user refunds through payment systems
• Identify service weaknesses and help improve workflows
• Create and edit support templates/macros
• Test and launch new support tools to improve customer experience
• Maintain internal work documentation
• Attend regular one-to-one meetings with the Team Lead and team
• Complete other tasks assigned by the manager
• Work a 2/2 shift schedule from 20:00 to 06:00 to ensure uninterrupted support

• English level from B1+ (Upper Intermediate) to B2+ and above
• Fluent and accurate written English communication via email
• 3 months to 1+ year of hands-on experience in Customer/Technical Support, sales (especially for the English-speaking market), or customer retention
• Technical literacy and troubleshooting ability
• Ability to quickly learn product support flows
• Ability to collect detailed user information and properly escalate bug reports
• Experience maintaining work documentation
• Experience working with macros/templates
• Ability to suggest improvements to documentation and workflows
• High empathy and customer focus
• Stress resistance
• Adaptability and flexibility in a fast-paced startup environment
• Attention to detail
• Ability to receive constructive criticism and give feedback to the team or lead

• 2 days of training
• Freelance work arrangement
• Night-shift schedule with 2/2 rotation
• Opportunity to work remotely in Europe or Ukraine
• Work with a global tech company and international team