Customer Support Specialist (AdTech)

TL;DR

Customer Support Specialist (AdTech): Delivering fast and empathetic assistance to users of a rewarded advertising platform with an accent on first contact resolution (FCR) and brand tone of voice. Focus on managing support cases across multiple channels, optimizing support operations, and collaborating with product teams to improve user experience.

Location: Remote, Kyiv, Ukraine

Company

hirify.global is a company revolutionizing the rewarded advertising space, serving over 3 million users in the USA.

What you will do

• Provide professional customer support across live chat, email, and social media channels.
• Maintain high First Contact Resolution (FCR) and strictly adhere to the company's Tone of Voice guidelines.
• Take full ownership of support cases and escalate complex issues to the appropriate internal teams.
• Manage individual support operations projects, including process improvements and documentation updates.
• Collaborate cross-functionally with Product, Operations, and QA teams to share user feedback.
• Meet and exceed KPIs, including response time, resolution time, and CSAT scores.

Requirements

• English: Strong written communication skills (B2 or better).
• Flexibility to work in shifts, including weekends and holidays.
• Ability to communicate technical information in a user-friendly and easy-to-understand way.
• Exceptional attention to detail and accuracy in all communications and documentation.
• Reliable internet connection and appropriate home office setup for remote work.
• Adaptability to high-volume support periods and evolving product updates.

Nice to have

• At least 1 year of proven experience in customer support.
• Experience with CRM and admin tools such as Freshdesk, Retool, or Affise.
• Knowledge of basic troubleshooting methodologies and technical support fundamentals.
• Experience in metrics-driven environments with exposure to CSAT, NPS, FCR, and AHT.
• Experience working in international or multicultural teams.

Culture & Benefits

• Startup environment with the freedom to experiment and implement new ideas.
• Opportunities for career growth as the company scales internationally.
• Training, development support, and bonuses for professional learning.
• Work schedule: 4/2 rotation with morning and evening shifts (Kyiv time).