Job VC
Customer Support Representative (Mixed Shifts)
Technologies
Description
Galaktica
is a Ukrainian product IT company that has been creating mobile applications and web products for Tier-1 markets since 2019. The team consists of 350+ specialists with leading expertise, working from different parts of the world. We develop international products, experiment with approaches and quickly scale solutions that improve the lives of millions of users.
A key part of Galaktica’s business is philanthropy. Since 2022, we have provided extensive volunteer support in various directions. First and foremost — support for the Armed Forces of Ukraine: dozens of off-road vehicles and commercial drones, hundreds of FPV drones, robotic ground systems with turrets, and quad bikes. We also run two charitable foundations focused on military rehabilitation and support for children of service members and those affected by the war.
We are actively growing and scaling, which is why we are looking for a
Customer Support Representative
with at least 6 months of experience to join our team of professionals!
Your working hours will be
mixed shifts
, from
14:00 to 22:30
Eastern European Time (EET) and from
22:00 to 6:30
Eastern European Time (EET)
Your responsibilities will include:
Resolving user incidents: analyzing incoming tickets, live chats, and phone calls, conducting investigations, communicating with users, and fully satisfying their requests. This will take up 60% of your work time;
Collaborating closely with the moderation team, partners, and customers. This will take up 20% of your time;
Updating knowledge bases and continuously improving user communication processes. This will take up 10% of your time;
Preparing reports on user requests. This will take up 10% of your time.
Your main tasks will be:
Resolving customer requests;
Finding answers to their questions (we will assist you with this!);
Ensuring high-quality communication between related departments.
We expect you to have:
At least 6 months of experience in customer support in English;
Basic knowledge of working with helpdesk systems (experience with Zendesk chat and ticketing system, as well as phone support);
Upper-intermediate or higher English proficiency, with fluent speaking skills;
Strong communication skills in English, both via email and phone.
It would be an advantage if you have:
Experience with payments, verification, or KYC;
Knowledge of manuals, rules, and standards for customer communication;
A deep understanding of customer-friendliness and the ability to apply it effectively;
Strong interpersonal and psychological skills to handle even the most difficult customers.
Why choose Galaktica:
Minimal bureaucracy - we focus on results;
Growth through coaching and structured learning;
Opportunity to build products and launch startups;
Personalized development paths;
Flexible work format (remote / office / hybrid);
Full equipment provided;
Medical insurance or sports compensation;
15 days of paid vacation + unlimited sick leave and one-day offs;
70% compensation for foreign language learning;
4 corporate events per year;
Sports activities and team events.
Please note that if your profile matches our requirements, we will contact you via a convenient channel to discuss the opportunity in more detail.
is a Ukrainian product IT company that has been creating mobile applications and web products for Tier-1 markets since 2019. The team consists of 350+ specialists with leading expertise, working from different parts of the world. We develop international products, experiment with approaches and quickly scale solutions that improve the lives of millions of users.
A key part of Galaktica’s business is philanthropy. Since 2022, we have provided extensive volunteer support in various directions. First and foremost — support for the Armed Forces of Ukraine: dozens of off-road vehicles and commercial drones, hundreds of FPV drones, robotic ground systems with turrets, and quad bikes. We also run two charitable foundations focused on military rehabilitation and support for children of service members and those affected by the war.
We are actively growing and scaling, which is why we are looking for a
Customer Support Representative
with at least 6 months of experience to join our team of professionals!
Your working hours will be
mixed shifts
, from
14:00 to 22:30
Eastern European Time (EET) and from
22:00 to 6:30
Eastern European Time (EET)
Your responsibilities will include:
Resolving user incidents: analyzing incoming tickets, live chats, and phone calls, conducting investigations, communicating with users, and fully satisfying their requests. This will take up 60% of your work time;
Collaborating closely with the moderation team, partners, and customers. This will take up 20% of your time;
Updating knowledge bases and continuously improving user communication processes. This will take up 10% of your time;
Preparing reports on user requests. This will take up 10% of your time.
Your main tasks will be:
Resolving customer requests;
Finding answers to their questions (we will assist you with this!);
Ensuring high-quality communication between related departments.
We expect you to have:
At least 6 months of experience in customer support in English;
Basic knowledge of working with helpdesk systems (experience with Zendesk chat and ticketing system, as well as phone support);
Upper-intermediate or higher English proficiency, with fluent speaking skills;
Strong communication skills in English, both via email and phone.
It would be an advantage if you have:
Experience with payments, verification, or KYC;
Knowledge of manuals, rules, and standards for customer communication;
A deep understanding of customer-friendliness and the ability to apply it effectively;
Strong interpersonal and psychological skills to handle even the most difficult customers.
Why choose Galaktica:
Minimal bureaucracy - we focus on results;
Growth through coaching and structured learning;
Opportunity to build products and launch startups;
Personalized development paths;
Flexible work format (remote / office / hybrid);
Full equipment provided;
Medical insurance or sports compensation;
15 days of paid vacation + unlimited sick leave and one-day offs;
70% compensation for foreign language learning;
4 corporate events per year;
Sports activities and team events.
Please note that if your profile matches our requirements, we will contact you via a convenient channel to discuss the opportunity in more detail.