💼 About This Role

You'll be the voice of RiseGuide, providing in-house customer support via email and chat, with future phone shifts. You'll improve support processes from macros to new tools, handling fast-paced ticket resolution and meeting KPIs. Join a scaling EdTech startup with 150k+ paid users and top ratings.

🎯 What You'll Do

• Respond to customer inquiries via email and chat
• Meet KPIs including response time and resolution time
• Optimize support macros and test new workflows
• Deeply understand product flows and identify weak points

📋 Requirements

• 3+ months of customer support experience
• Fluent English (B2+) for written and verbal communication
• Attention to detail for escalating complex requests
• Empathy and customer-centric approach in difficult situations

✨ Nice to Have

• Experience with Zendesk
• Knowledge of support metrics: First Response Time, Resolution Time, CSAT

🎁 Benefits & Perks

• 🌍 Remote work with flexible shifts
• 📈 Regular performance reviews and transparent feedback
• 🚀 Real impact from day one in a scaling startup
• 🏥 SKELAR foundation charity initiative for Ukraine