Customer Support Specialist (Adtech)

Location: Remote from Tbilisi, Georgia or Chișinău, Moldova; 4/2 rotation with morning and evening shifts aligned to Kyiv time.

Company

hirify.global is a bootstrapped, profitable adtech startup building a reward-powered alternative to traditional app stores and a performance-focused growth platform for mobile advertisers.

What you will do

• Provide timely, accurate, and empathetic support through live chat, email, and social media.
• Resolve customer inquiries during the first contact while following company policies, quality guidelines, and tone-of-voice standards.
• Own support cases from initial contact through resolution, escalating complex cases and emerging issues when necessary.
• Document customer interactions in CRM systems and maintain complete case audit trails.
• Manage support operations projects, including process improvements, documentation updates, and quality initiatives.
• Collaborate with Product, Operations, and Quality Assurance teams to communicate customer feedback and improve service quality.

Requirements

• English at B2 level or better, with strong written communication skills.
• Availability for shifts, including weekends and holidays; the schedule follows a 4/2 rotation with 08:00–16:00 and 16:00–00:00 shifts in Kyiv time.
• Strong communication, interpersonal, time-management, adaptability, and problem-solving skills.
• High attention to detail and accuracy in customer communications and documentation.
• Reliable internet connection and a suitable home office setup for remote work.

Nice to have

• At least one year of customer support experience.
• Experience with CRM systems and admin panels such as Freshdesk, Retool, or Affise.
• Knowledge of basic troubleshooting and technical support fundamentals.
• Experience in a metrics-driven environment using CSAT, NPS, FCR, or AHT.
• Experience working in international or multicultural teams.

Culture & Benefits

• Startup environment with freedom to experiment and implement ideas.
• Career growth opportunities as the company expands internationally.
• Training, development support, and bonuses for professional learning.
• Flexible, remote-friendly working environment.
• 15 days of paid vacation, 5 paid days off, 5 paid sick leave days, and maternity/paternity leave.