Job VC

Terms:
Full-time
Employment:
ФОП
, the company
covers all taxes
and provides a paid training period, 2 weeks of paid vacation annually, 1 week of paid sick leave annually, and birthday leave.
Working Hours: Mon-Fri, 20:00 — 05:00 (Kyiv time).
About the role
:
The Customer Support Operations Specialist will be responsible for providing first-line support to clients and drivers using SmartTruck fuel card services. This role includes handling phone calls, emails, and support tickets, assisting with fuel card management, troubleshooting card and fueling issues, and ensuring smooth day-to-day support operations.
Essential Duties and Responsibilities:
The essential functions include, but are not limited to the following:

Customer Support Operations:

Answer client and driver phone calls, emails, and support requests.

Assist with fuel card management, card issues, and fueling-related problems.

Support onboarding processes and handle card-related requests.

Investigate and resolve driver/unit/truck/card assignment issues.

Operations & Documentation:

Track platform/provider issues and escalate cases when needed.

Maintain accurate ticket documentation and prepare daily/weekly support summaries.

Follow internal SOPs and support processes to ensure service quality.

Communication & Service Quality:

Provide professional support to U.S. based clients and drivers.

Ensure timely responses, strong attention to detail, and high-quality customer service.

Performance & KPIs:

Meet operational KPIs, including phone answer rate, email first response time, client update frequency for unresolved urgent cases, and support case resolution metrics, etc.

Qualifications:

Education:
Bachelor’s degree is preferred.

Experience
:

Previous experience in customer support, operations support, or a similar

client-facing role.

Experience in trucking, logistics, fleet support, or fuel card operations is a plus, but not required.

Experience working with CRM systems, ticketing tools, and spreadsheets.

Skills:

Strong verbal and written English communication skills.

Comfortable handling phone-based support with U.S. clients and drivers.

Strong attention to detail and problem-solving skills.

Ability to multitask and manage support requests efficiently.

Ability to follow SOPs, processes, and escalation procedures.

Strong organizational and documentation skills.

Ability to work independently in a remote and fast-paced environment.

Excellent multitasking and time-management abilities

Customer-focused with a positive, solution-driven mindset

Ability to work under pressure and meet deadlines

Strong desire to learn and grow within the company

Please apply on Work.ua and make sure to have an English-written resume.