Job VC
Customer Support Specialist
Technologies
Description
As we grow our franchise customer base across three continents, support volume and complexity are growing with it. We’re looking for a proactive Customer Support Specialist who wants to do more than answer tickets — someone who’ll dig into hard problems, help us shape AI automation, and contribute to the Help Center as a real product surface.
This is a hands-on role with room to grow. You’ll work directly with corporate brand managers and franchisee location operators — two very different user profiles with very different technical fluency — and you’ll have real ownership of how we make support better, not just faster.
Key Responsibilities
Daily Support Operations
Resolve customer inquiries via email, in-app chat, and occasional Zoom calls, owning tickets end-to-end
Troubleshoot issues across social publishing, listings, reviews, and analytics
Manage your own ticket queue against SLA targets
Handle escalations — both taking them from teammates and escalating to Product or Engineering when the issue calls for it
Step into shift coordination, queue triage, or peer support when the team needs it
Support the full range of users — from non-technical franchisees to enterprise corporate marketing teams
AI & Automation
Use AI tools day-to-day to draft replies, summarize tickets, and speed up resolution
Spot repetitive ticket patterns and propose automations that reduce them
Help us tune AI-powered support workflows in Intercom (auto-replies, knowledge retrieval, routing) — experience deploying these in production is a plus, but willingness to learn and improve them matters more
Pay attention to what’s working in our automations and what isn’t, and feed that back to the team
Knowledge & Help Center
Contribute to the Help Center: write new articles, update outdated ones, and structure content so it works well for both customers and our AI agents
Care about documentation quality — clear writing, accurate steps, kept up to date as the product changes
Analytics & Continuous Improvement
Keep an eye on your own CSAT, first response time, and resolution time, and look for ways to improve them
Spot product friction patterns from your ticket work and share them with Product and Engineering, ideally backed by examples and data
Who You Are
1+ years in B2B SaaS customer support (or strong adjacent experience — technical support, customer success ops, technical account management)
Confident, daily user of AI tools (ChatGPT, Claude, Gemini) for work — drafting, summarizing, debugging
Hands-on experience with AI-powered support automation (auto-replies, RAG, agentic workflows, automated routing) is a plus
Familiarity with Intercom is a plus; Kibana and Mixpanel are nice-to-have
B2/C1 written and spoken English
Comfortable working with both technical and non-technical users
Proactive — you don’t wait to be told what to improve
Analytical — you debug the cause, not just the symptom
Organized and reliable in a shift environment
Experience supporting franchise, multi-location, or agency customers is a plus
Success Metrics
Your own CSAT consistently above team target on tickets you own
Your first response and resolution times within SLA across your shift coverage
Escalations handled cleanly — fast triage, clear handoffs, no dropped balls
Help Center articles you own are useful, well-maintained, and reduce repeat questions on their topics
Product friction patterns you surface lead to real conversations with Product and Engineering
Key Relationships
Support Team
— your immediate team; you’ll learn from peers and bring your own ideas to the queue
Product & Engineering
— for escalations, bug reports, and surfacing product friction
Customer Success Team
— for handoffs on enterprise accounts and proactive issue prevention
Reports into the
Head of Support
We Offer
A role with real ownership in a fast-growing SaaS company serving franchise and multi-location brands
Direct exposure to how we use AI to scale customer-facing operations — both for our customers and inside the team
Distributed international team across EU, Ukraine, US, and beyond
Open remote work policy
Room to grow into senior support, automation, or CS adjacent roles
Compensation aligned with Kyiv SaaS support benchmarks; specific band shared at recruiter screen
The
Customer Support Specialist
role includes working in shifts on a weekly or bi-weekly rotation:
8:00 AM – 5:00 PM
Kyiv time
3:00 PM – 12:00 AM
Kyiv time
We work
Monday to Friday only
, so weekends (
Saturday and Sunday
) are always off.
This is a hands-on role with room to grow. You’ll work directly with corporate brand managers and franchisee location operators — two very different user profiles with very different technical fluency — and you’ll have real ownership of how we make support better, not just faster.
Key Responsibilities
Daily Support Operations
Resolve customer inquiries via email, in-app chat, and occasional Zoom calls, owning tickets end-to-end
Troubleshoot issues across social publishing, listings, reviews, and analytics
Manage your own ticket queue against SLA targets
Handle escalations — both taking them from teammates and escalating to Product or Engineering when the issue calls for it
Step into shift coordination, queue triage, or peer support when the team needs it
Support the full range of users — from non-technical franchisees to enterprise corporate marketing teams
AI & Automation
Use AI tools day-to-day to draft replies, summarize tickets, and speed up resolution
Spot repetitive ticket patterns and propose automations that reduce them
Help us tune AI-powered support workflows in Intercom (auto-replies, knowledge retrieval, routing) — experience deploying these in production is a plus, but willingness to learn and improve them matters more
Pay attention to what’s working in our automations and what isn’t, and feed that back to the team
Knowledge & Help Center
Contribute to the Help Center: write new articles, update outdated ones, and structure content so it works well for both customers and our AI agents
Care about documentation quality — clear writing, accurate steps, kept up to date as the product changes
Analytics & Continuous Improvement
Keep an eye on your own CSAT, first response time, and resolution time, and look for ways to improve them
Spot product friction patterns from your ticket work and share them with Product and Engineering, ideally backed by examples and data
Who You Are
1+ years in B2B SaaS customer support (or strong adjacent experience — technical support, customer success ops, technical account management)
Confident, daily user of AI tools (ChatGPT, Claude, Gemini) for work — drafting, summarizing, debugging
Hands-on experience with AI-powered support automation (auto-replies, RAG, agentic workflows, automated routing) is a plus
Familiarity with Intercom is a plus; Kibana and Mixpanel are nice-to-have
B2/C1 written and spoken English
Comfortable working with both technical and non-technical users
Proactive — you don’t wait to be told what to improve
Analytical — you debug the cause, not just the symptom
Organized and reliable in a shift environment
Experience supporting franchise, multi-location, or agency customers is a plus
Success Metrics
Your own CSAT consistently above team target on tickets you own
Your first response and resolution times within SLA across your shift coverage
Escalations handled cleanly — fast triage, clear handoffs, no dropped balls
Help Center articles you own are useful, well-maintained, and reduce repeat questions on their topics
Product friction patterns you surface lead to real conversations with Product and Engineering
Key Relationships
Support Team
— your immediate team; you’ll learn from peers and bring your own ideas to the queue
Product & Engineering
— for escalations, bug reports, and surfacing product friction
Customer Success Team
— for handoffs on enterprise accounts and proactive issue prevention
Reports into the
Head of Support
We Offer
A role with real ownership in a fast-growing SaaS company serving franchise and multi-location brands
Direct exposure to how we use AI to scale customer-facing operations — both for our customers and inside the team
Distributed international team across EU, Ukraine, US, and beyond
Open remote work policy
Room to grow into senior support, automation, or CS adjacent roles
Compensation aligned with Kyiv SaaS support benchmarks; specific band shared at recruiter screen
The
Customer Support Specialist
role includes working in shifts on a weekly or bi-weekly rotation:
8:00 AM – 5:00 PM
Kyiv time
3:00 PM – 12:00 AM
Kyiv time
We work
Monday to Friday only
, so weekends (
Saturday and Sunday
) are always off.