Junior Customer Support Agent - RiseGuide

SKELAR
Ukraine
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Empathy","Customer-oriented","Attention to detail","Adaptability","Communication"]

Be the voice of the RiseGuide product—answering customer requests via email and chat (with future phone support), working shifting schedules (including nights), and owning key support KPIs. Improve support processes by testing and launching new tools and macros. Deeply learn the product’s support flows, identify weak points, and escalate complex cases to technical, product, and legal teams while keeping users satisfied.

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FursaFursa
SKELAR
SKELAR
9 months ago

Junior Customer Support Agent - RiseGuide

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Source: Company careers pageValidated by: Fursa AI
Last checked: 21 minutes agoStatus: Live

Job Summary

Be the voice of the RiseGuide product—answering customer requests via email and chat (with future phone support), working shifting schedules (including nights), and owning key support KPIs. Improve support processes by testing and launching new tools and macros. Deeply learn the product’s support flows, identify weak points, and escalate complex cases to technical, product, and legal teams while keeping users satisfied.
Location: Ukraine
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Answer customer requests via email and chat, and support phone calls in the future.
  • •Work shifting schedules (including night shifts) while meeting KPIs.
  • •Continuously improve support processes by updating macros and testing new tools and support flows.
  • •Learn RiseGuide product support flows deeply to find bottlenecks and propose improvements.
  • •Escalate complex cases with well-prepared details to technical, product, and legal teams.

Key Requirements

  • •3+ months of experience in Customer Support (or experience in a related domain).
  • •English at B2+ level for comfortable written and verbal communication with users worldwide.
  • •Strong attention to detail when collecting information for escalation to the right teams (technical, product, legal).
  • •Empathy and customer-first mindset, even in complex situations.
  • •Ability to adapt quickly to new flows, tools, and processes.
Skills:EmpathyCustomer-orientedAttention to detailAdaptabilityCommunication
Languages:English
Tech Stack:EmailChatZendesk

Company Brief

SKELAR
Skelar develops cloud-native software solutions and developer tools, focusing on bespoke SaaS products and technical consultancy to help organizations build and deploy scalable applications and integrations.
Industry: Developer Tools
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