Customer Support Agent
New
L
LeaplyHealth and wellness
Fully remote from anywhere, Kyiv timeFull-TimeJunior
Salary not disclosed
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Job Details
- Languages
- Written English B2 or higher
- Experience
- 1+ year of experience in customer support, by email or chat.
- Required Skills
- ZendeskProcess improvementCustomer support
Requirements
- Have at least 1 year of customer support experience by email or chat.
- Have written English at B2 or higher.
- Stay calm when users push back and treat them with empathy and a customer-first attitude.
- Proactively start changes that improve support, business, or product processes.
- Use AI tools at work or be able to describe automations you have set up.
- Be available for rotating morning, evening, and night shifts in Kyiv time: 08:00–17:00, 16:00–01:00, and 00:00–09:00.
- Work 5 scheduled shifts per week, including approximately 5–6 night shifts per month, and be available to cover another shift slot up to 3 times a month.
- Have your own computer, stable internet, backup power, and a backup mobile internet connection.
- Helpdesk system experience, such as Zendesk, is a plus.
- Experience with subscriptions, billing, refunds, chargebacks, or quality review by checklist is a plus.
- Team leadership experience and an interest in health and wellbeing are a plus.
Responsibilities
- Reply to users by email with thoughtful answers.
- Resolve user requests involving cancellations, refunds, billing, account access, and product questions.
- Handle complex cases that require human judgment and empathy.
- Identify product and support-process problems and bring them to the relevant team.
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