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 inquiries, managing support operations, and collaborating with product teams to improve service quality.

Location: Remote (Must be based in or near Georgia, Moldova, or Bulgaria for operational alignment)

Company

hirify.global is a fast-growing, profitable adtech startup building a loyalty-driven 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.
• Ensure all communications align with brand tone and quality guidelines.
• Meet and exceed KPIs including response time, resolution time, and CSAT.

Requirements

• English: B2 level or higher required
• Flexibility to work in shifts, including weekends and holidays
• Ability to work on a 4/2 rotation schedule (Kyiv time)
• Strong time management and interpersonal communication skills.
• Exceptional attention to detail and accuracy.
• Reliable internet connection and home office setup for remote work.

Nice to have

• 1+ year of experience in customer support.
• Proficiency with CRM tools like Freshdesk, Retool, or Affise.
• Experience working in a metrics-driven environment.
• Knowledge of technical support fundamentals and troubleshooting.

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.
• 15 days of paid vacation, 5 days of paid days off, and 5 days of paid sick leave.
• Flexible, remote-friendly working environment.