Customer Support Operations Specialist

We're looking for a Customer Support Specialist who's excited about automation and AI, not just ticket queues. You'll be the second pair of hands alongside our automation-savvy support teammate. If you love finding patterns in feedback, building no-code automations, and thinking about how LLMs can make support faster and better — this role is for you.

Responsibilities

• Automation & AI: Finding optimization points in routine inquiries, building and configuring automated workflows (Make.com, Zapier, Zendesk) and implementing LLM/AI tools together with developers and a support colleague.
• Working with subscriptions and platforms: Resolving complex tickets and handling feedback on mobile subscriptions (App Store / Google Play), managing refunds, cancellations, and payment issues.
• Quality communications: Maintaining high support standards, following Tone of Voice and escalation guidelines when personally responding to emails and reviews (App Store, Google Play, social media).
• Collecting and passing insights to product: Systematizing user feedback and bugs, turning them into clear analytics for Product and Marketing teams to improve the app.
• Achieving KPIs: Daily work toward team targets — reducing response/resolution time, maintaining CSAT, and increasing Automation Rate.

• Team collaboration: Working closely with the Product Director and a second support specialist (already advanced in automations) to jointly develop the system.

Requirements

• Tech & Automation: Experience with no-code/low-code tools (Make.com, Zapier, Zendesk Automations) and hands-on experience or strong interest in applying LLM/AI in support.
• Product & Domain: Understanding of mobile subscription economics (iOS/Android), In-App Purchase mechanics, and factors affecting churn and retention.
• Data & Analytics: Ability to work with support data — gathering statistics, finding patterns, and backing up feedback with numbers.
• Communication: Fluent English (C1/C2) for high-quality written communication and setting up templates/bots and Russian.

How we hire:

• HR interview
• Hiring manager interview
• Test case
• Final interview
• Reference check

Conditions

• Professional development – paid training and courses, online / offline lectures, workshops and trainings. Our employees take part in all major IT meetups;
• Adaptation – qualitative onboarding, we help to quickly and smoothly solve all problems. regularly collect feedback throughout the trial period;
• Career development – Review is conducted every 6 months, we monitor results and help improve performance;
• Balance between work and personal life – ability to conveniently build your work schedule, take vacations and days off without a bunch of approvals and bureaucracy;
• Health – health insurance compensation;
• Office space – a cool office in Montenegro, with comfortable workplaces and lounge areas;
• Relocation – we offer a full package of documents for those who are ready to move to Montenegro, and we help with obtaining a residence permit;
• Prequel+ – premium access to the entire Prequel product.