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Описание: |
SYNCO is a recruiting agency that helps businesses sync with the right talent to support real growth and long-term success. We don’t just close roles — we find the kind of match where values, culture, and ambitions align on both sides. It’s about lasting impact, not quick fixes.
We’re helping a startup that builds AI-powered products to improve people’s health, wellbeing, and quality of life. We work at the intersection of AI, data, behavioral psychology, and personalization to help users build better habits and feel better physically and emotionally.
We are looking for the first Middle Support Agent to join our remote team and take on the responsibility of communicating with users to ensure top-tier client support for a top-notch B2C product with no night shifts and AI-support 24/7.
What to expect:
* a white-niche B2C product in the wellbeing/health segment that positively impacts people’s lives;
* subscription-based model and close collaboration with the performance marketing and product teams;
* a modern AI-first support stack (AI-assistants, automation, macros) instead of endless manual work;
* a chance to fast-track your career with the potential to grow into a Manager role as the team scales;
* flat hierarchy and fast decision-making, giving you a unique opportunity to influence how support and customer experience are built from day one;
* an engaging, ambitious environment where management genuinely cares about people, fosters creativity, and encourages ownership.
What you will do:
* be on the frontline with users via email, chat, and socials — answering not as a faceless “support agent”, but as a real person with your own voice, while staying within our tone of voice;
* help users get started with our app, navigate it, and understand how to use different features so they feel confident from day one;
* handle billing and subscription requests with empathy and clarity, while following our policies and helping users feel heard, not rejected;
* use our AI-support tools to speed up replies, but always add a human touch where it matters;
* understand how to escalate a bug or a tech issue — you’ll need to be precise, clear, and structured so the product and tech teams can act fast;
* create, test, and improve templates, macros, and tone guidelines together with the team — we’ll encourage you to bring your ideas, style, and even a bit of your personality into communication;
* log, tag, and categorize tickets so our product and analytics teams can spot patterns, and join them in testing hypotheses based on real user feedback and data;
* participate in weekly team syncs, product updates, and ongoing training, where we share user stories, review experiments, and (sometimes) talk about hobbies, books, sports, and life outside of work.
What we’re looking for:
* 1+ year in a customer-facing support role (email / chat / phone);
* experience working with apps, SaaS products, or digital platforms;
* experience in B2C products with a subscription model (apps, online services, SaaS products) especially where growth is driven by paid user acquisition / performance marketing;
* strong written English (Upper-Intermediate and up) — warm, sharp, and typo-free;
* patience and empathy — especially with non-tech-savvy users;
* confidence guiding users through browser and mobile environments (Android / iOS / Windows / macOS);
* familiarity with Zendesk, Freshdesk, or any similar helpdesk platform;
* organized, responsive, and detail-obsessed (you’ll catch that missing period );
* able to follow processes, but also bring ideas to make things better.
As a plus will be:
* experience with payment systems and disputes / chargebacks (PayPal especially);
* experience using AI tools in support (AI assistants, auto-replies, auto-tagging) and basic automation (macros, triggers, integrations, no-code / low-code tools);
* focus on user retention.
What’s the schedule & setup :
* Monday to Friday or Wednesday to Sunday;
* mainly email-based support (no night shifts) ;
* UA time zone compatibility is preferred;
* remote-first team, async-friendly setup 40–45 hours/week.
What we offer:
— Work from anywhere with a fully remote setup that adapts to your lifestyle.
— Flexible working hours that align with your most productive rhythm.
— Basic benefits package, including paid vacation, sick leave, and more.
— Personal and professional support, with advocacy available when you need a hand.
— Access to a curated corporate library filled with resources to fuel your continuous learning and development.
Together with the team, you’ll create an unforgettable customer experience and directly influence how the product evolves. You’ll be part of an ambitious, profitable product at a fast-growth stage, with a real chance to move up quickly as the team scales. You’ll work with people from different backgrounds, with their own voices, stories, and hobbies — and you’ll have plenty of space to show up as yourself and bring your ideas to life.
Hiring Process includes interviews with Recruiter and Customer Support Lead; Test Task and English Language Check. You’ll be also able to meet CEO at the Final Interview. Once the decision is made, we’ll design an offer for you.
We believe work should have meaning. You won’t be building “just another app.” You’ll make something that matters — with people who genuinely care.
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