Customer Support

• Onboard new clients and helps them integrate our API & launch payment methods
• Investigate client-reported incidents & assist with questions via ticketing system
• Use internal tools, logs, and monitoring systems (AWS CloudWatch Logs Insights, Kibana/Elasticsearch)
• Work closely with our Development, Payments Operations, Sales teams to resolve merchant issues
• Escalate requests to appropriate teams and facilitate/track them through resolution
• Contribute to internal documentation

Support Specialist

• Provide timely, empathetic, and personalized support to platform users (primarily customers);
• Handle requests related to accounts, subscriptions, refunds, and various technical issues concerning the platform;
• Ensure a positive user experience while resolving customer inquiries;
• Turn user feedback into valuable insights for other teams, helping shape and improve the product.

Customer Support Agent

• Help shape and continuously improve how AI supports our customers by optimizing the Intercom AI agent / Fin, its knowledge sources, and its operational setup
• Maintain key support operational dashboards, and turn data into actionable insights for relevant stakeholders
• Analyze support request patterns to identify top contact drivers, recurring issues, automation opportunities, and customer friction points
• Design and implement support workflow improvements using no-code / low-code tools, including routing logic, triggers, snippets, and helpdesk automation
• Manage the support improvement backlog: prioritize initiatives, track progress, coordinate dependencies, and ensure timely delivery
• Partner with Quality Assurance and Knowledge Management to improve AI response quality, knowledge coverage, and process consistency

Senior Customer Support Operations Specialist

• Act as the first point of contact for partner technical requests — make sure each is understood, prioritized and handled professionally
• Take ownership of requests end-to-end and proactively resolve issues that arise — handle first-line cases directly and route the rest to the right team, following them through to resolution
• Run first-line checks — review logs and traces to pinpoint where an issue sits
• Assist with service configuration and provisioning — guide partners and validate the information needed for accuracy
• Work with internal systems and external vendor portals, keeping data accurate and requests moving
• Provide timely status updates and respond to partner inquiries in a professional, efficient manner
• Identify and escalate recurring issues to ensure prompt resolution
• Collaborate with cross-functional teams to resolve more complex cases
• Maintain and update documentation, guidelines and best practices

Support Specialist L1

• Спілкуємося з англомовними клієнтами щодо наших сайтів і послуг
• Передаємо складні запити на інші відділи. Приклади складних запитів: "Я хочу повернення коштів!", "Хочу повідомити про технічну проблему!"
• Розвиваємо професійні скіли на тренінгах та лекціях задля подальшого кар’єрного просування.

• Опрацьовувати звернення користувачів (email-канал) відповідно до SLA та внутрішніх стандартів якості
• Працювати зі структурою тікетів (теги, типи запитів, категорії тощо) для коректної подальшої аналітики звернень
• Ескалювати складні або нестандартні кейси згідно з внутрішніми гайдами
• Бути в курсі функціоналу продукту, оновлень та політик підтримки.

• Бути голосом і обличчям RiseGuide для користувачів: відповідати на запити через email та чати, в майбутньому — через телефонні дзвінки; працювати у змінному графіку (включно з нічними змінами) та виконувати KPI;
• Покращувати процеси підтримки: від дрібних змін у макросах до тестування та запуску нових інструментів і флоу;
• Занурюватися у продукт глибше, ніж будь-хто інший: швидко опановувати всі флоу підтримки, знаходити слабкі місця та допомагати робити сервіс ще зручнішим і ефективнішим.

Junior Customer Support Agent – Night Shifts

• Respond promptly to client inquiries and requests received via phone or email.
• Forward inquiries to the appropriate department when necessary.
• Issue certificates of insurance and verify coverage as needed.
• Provide accurate information regarding insurance products, coverage options, and policy details.
• Assist clients with policy renewals, updates, and changes.
• Process insurance applications, claims, and payments efficiently and accurately.
• Investigate and resolve customer complaints and concerns with empathy and professionalism.
• Handle administrative tasks and documentation related to customer interactions.

Customer Service Representative – English, Russian, Ukrainian

• Deliver exceptional customer support across multiple channels including **live chat, email, and social media platforms,** ensuring timely and professional responses
• Maintain **First Contact Resolution (FCR)** excellence by providing accurate, complete solutions that resolve customer inquiries on initial contact
• Ensure all customer communications strictly adhere to the company's **Tone of Voice** guidelines and brand standards, creating consistent and on-brand customer experiences
• Provide responses that are accurate, compliant with company policies, and aligned with current procedures and **quality guidelines**
• Proactively identify and escalate complex cases or emerging issues to appropriate teams, demonstrating sound judgment and problem-solving skills
• Take full **ownership** of assigned support cases from initial contact through resolution, maintaining accountability for customer satisfaction
• Manage and execute **individual** support operations **projects**, including process improvements, documentation updates, and quality initiatives
• Maintain detailed and accurate case documentation in CRM systems, ensuring complete audit trails for all customer interactions
• Collaborate cross-functionally with Product, Operations, and Quality Assurance teams to communicate customer feedback and contribute to service improvements
• Meet and exceed key performance indicators **(KPIs)** including response time, resolution time, customer satisfaction scores **(CSAT)**, and quality assurance **(QA)** metrics
• Stay current with product knowledge, policy updates, and industry best practices through ongoing training and self-directed learning
• Contribute to knowledge base development by identifying gaps and creating clear, **helpful documentation** for both customers and team members
• Participate in team meetings, **provide** **constructive feedback**, and support continuous improvement initiatives within the support organization.

Customer Support jobs in Ukraine

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Support Specialist

Customer Support Agent

Senior Customer Support Operations Specialist

Support Specialist L1

Customer Support Agent

Customer Support Agent

Junior Customer Support Agent – Night Shifts

Customer Service Representative – English, Russian, Ukrainian

Customer Support Specialist