Customer Support Specialist

TL;DR

Customer Support Specialist (Adtech): Delivering fast, accurate, and empathetic assistance to users of a reward-powered app discovery platform with an accent on maintaining high CSAT and FCR metrics. Focus on resolving complex user inquiries, managing support operations, and collaborating with product teams to improve service quality.

Location: Must be based in Ukraine, Georgia, Moldova, Turkey, or Bulgaria

Company

hirify.global is a fast-growing, bootstrapped, and profitable adtech startup building a loyalty-driven ecosystem that serves as a reward-powered alternative to traditional app stores.

What you will do

• Provide exceptional support via live chat, email, and social media.
• Maintain high standards for First Contact Resolution and customer satisfaction.
• Manage individual support projects, including process improvements and documentation.
• Collaborate with Product, Operations, and QA teams to communicate user feedback.
• Maintain accurate case documentation in CRM systems.
• Meet and exceed KPIs including response time, resolution time, and CSAT.

Requirements

• English: B2 level or better required.
• Flexibility to work in shifts (4/2 rotation, morning/evening shifts in Kyiv time).
• Strong communication and interpersonal skills with the ability to explain technical concepts.
• Exceptional attention to detail and accuracy.
• Reliable internet connection and home office setup for remote work.
• Adaptability to high-volume periods and evolving product updates.

Nice to have

• 1+ year of experience in customer support.
• Proficiency with CRM tools like Freshdesk, Retool, or Affise.
• Experience in a metrics-driven environment (KPIs like CSAT, NPS, FCR, AHT).
• Experience working in international or multicultural teams.

Culture & Benefits

• Startup environment with freedom to experiment and implement ideas.
• Opportunities for career growth as the company scales internationally.
• Training, development support, and professional learning bonuses.
• Flexible, remote-friendly working environment.
• 15 days of paid vacation, 5 paid days off, and 5 paid sick leave days.
• Maternity/Paternity leave.