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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer support capabilities with a focus on effective communication, technical literacy, and the ability to improve workflows. Proficient in handling user requests, maintaining documentation, and utilizing support tools to enhance customer experience.
Highest-signal resume keywords
Customer Support ExperienceTechnical LiteracyWritten English CommunicationKPI AchievementWorkflow Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTechnical SupportTroubleshootingDocumentation MaintenanceMacro/Template ManagementUser Information CollectionBug Report EscalationRefund ProcessingSupport Workflow MasteryKPI Monitoring
Soft Skills
EmpathyStress ResistanceAdaptabilityAttention to DetailConstructive Feedback
Tools & Technologies
Support ToolsEmail Communication SystemsPayment Systems
Industry Keywords
Customer RetentionSalesEnglish-Speaking MarketFast-Paced Startup Environment
About the role
Key responsibilities & impact- Handle incoming user requests from around the world via email
- Consistently meet team and individual KPIs, including First Response Time, Resolution Time, and CSAT
- Master all product processes and support workflows
- Collect details on complex requests and escalate bug reports to technical support, product, and legal departments
- Process and issue user refunds through payment systems
- Identify service weaknesses and help improve workflows
- Create and edit support templates/macros
- Test and launch new support tools to improve customer experience
- Maintain internal work documentation
- Attend regular one-to-one meetings with the Team Lead and team
- Complete other tasks assigned by the manager
- Work a 2/2 shift schedule from 20:00 to 06:00 to ensure uninterrupted support
Requirements
What you’ll need- English level from B1+ (Upper Intermediate) to B2+ and above
- Fluent and accurate written English communication via email
- 3 months to 1+ year of hands-on experience in Customer/Technical Support, sales (especially for the English-speaking market), or customer retention
- Technical literacy and troubleshooting ability
- Ability to quickly learn product support flows
- Ability to collect detailed user information and properly escalate bug reports
- Experience maintaining work documentation
- Experience working with macros/templates
- Ability to suggest improvements to documentation and workflows
- High empathy and customer focus
- Stress resistance
- Adaptability and flexibility in a fast-paced startup environment
- Attention to detail
- Ability to receive constructive criticism and give feedback to the team or lead
Benefits
Comp & perks- 2 days of training
- Freelance work arrangement
- Night-shift schedule with 2/2 rotation
- Opportunity to work remotely in Europe or Ukraine
- Work with a global tech company and international team