Junior Customer Support Specialist

We are looking for a Junior Customer Support Specialist to take care of our customers - parents from all over the world.

1. Schedule: Five days per week, including Saturday and/or Sunday, 19:00–03:00 / 13:00–21:00 (UTC+3).
2. Working type: contract, payments in $.

Responsibilities:

1. Managing written responses to users through the customer communication system Zendesk within the SLA.
2. Responding to reviews in app stores (App Store & Google Play).
3. Handling tickets across multiple channels, including Zendesk, Facebook messages, and other platforms as they are added.
4. Copywriting and updating documentation.
5. Following product policy and instructions.
6. Participating in the scaling of support operations by adapting to new communication channels and tools as the team grows

You will have the following KPIs:

1. the First Time Reply during the shift should be 15 min
2. expectations regarding policies, flow, tone of voice, and proficiency are met

What we expect from you:

1. Fluent English (C1 level) is a must.
2. At least 6 months of experience in a customer support or similar role.
3. Understanding of ticketing systems (e.g., Zendesk) and how to work with them.
4. Excellent written communication skills – clear, friendly, and grammatically correct.
5. Digital literacy.
6. Analytical and time management skills.
7. Ability to work with a high volume of information.
8. Fast learner, adaptable to new tools and workflows.
9. User-focused mindset – ability to understand user needs and provide helpful responses.
10. Experience in writing bug reports and recognizing issues that need escalation

Would be a plus:

1. Russian language knowledge.
2. Experience with subscription cancellation handling according to internal policies.
3. Skills in customer retention and managing negative user feedback.
4. Ability to use automation tools to improve workflow and response efficiency.

What do we offer?

1. A high degree of autonomy (and responsibility).
2. Аn exciting opportunity in the rapidly growing EdTech industry.
3. Being part of one of the best teams in mobile performance marketing.
4. A strong culture of data-driven decision-making.