[Hiring] Customer Support Specialist @Leaply

Role Description

We’re currently looking for a Customer Support Specialist to join one of our partner companies developing a Health & Wellness app. You'll help our users with cancellations, refunds, and billing, taking on the cases that need a real person while AI handles the routine.

• Be the human voice of a business: reply to users by email, in English, with the time to read, think, and write a proper answer.
• Resolve what matters most to users: cancellations, refunds, billing questions, account access, and product questions, so every user leaves with a clear answer.
• Take the cases that need a real person: AI and automation close the simple questions, and the complex ones come to you, so your time goes where judgment and empathy matter.
• Make the product and our support better: spot problems in the product and in support processes, and bring them to the right team so what you notice gets fixed.

Qualifications

• You have 1+ year of experience in customer support, by email or chat.
• Your written English is B2 or higher.
• You stay calm when users push back, and you treat them with empathy and a customer-first attitude.
• You're proactive: you've started changes that improved processes in support, business, or product.
• You use AI tools at work, for example to draft and double-check replies to users, or you can name automations you've set up yourself.
• You're ready to work different rotating shifts in Kyiv time: morning (08:00–17:00), evening (16:00–01:00), and night (00:00–09:00), with 5 scheduled shifts per week, including approximately 5–6 night shifts per month. You may also be asked to cover another shift slot up to 3 times a month.
• You have your own computer, stable internet, backup power, and a backup mobile internet connection.

Requirements

• Experience with Zendesk or another helpdesk system is a plus.
• Experience with subscriptions, billing, refunds, and chargebacks is a plus.
• Experience with quality review by checklist is a plus.
• Experience leading a team is a plus.
• An interest in health and wellbeing is a plus.

Benefits

• This isn't outsourcing: you work in-house, and we're building our support team from scratch, so the first agents will shape how it works.
• You see the business through the user's eyes: subscriptions, payments, refunds, and why people stay or leave.
• Join early, while the team is small: your voice is heard, and you can grow into a senior agent who trains new teammates, and later into a shift lead, QC, or team lead role.
• A calm format: email only, no calls and no chat, a fixed shift of your choice (morning, evening, or night), fully remote from anywhere.
• Higher pay for evening and night shifts, 20 paid vacation days, and 10 paid sick days a year.
• Join us in building the next big thing!