Customer Care Specialist
Skills
About the Role
You will provide high-quality, timely support to customers across multiple channels, assess and resolve customer issues, and collect actionable feedback to improve products. You will contribute to and maintain a multi-language knowledge base, escalate bugs when needed, meet SLA targets and KPIs, and communicate proactively with customers while working scheduled shifts.
Requirements
- Customer support experience with expertise in multi-chat handling
- Advanced English (spoken and written)
- Fast learner able to handle complex information
- Flexible and adaptable in a changing environment
- Strong communication, interpersonal and problem-solving skills
- Well-organized, detail-oriented and able to multitask and work under pressure
- Customer-focused mindset
- Experience with Zendesk or Freshdesk (nice to have)
- Experience with Atlassian tools (nice to have)
- Interest in blockchain technologies and the crypto ecosystem (nice to have)
Responsibilities
- Identify and assess customers' needs to achieve satisfaction
- Answer clients' questions promptly and effectively and guide them through issue resolution
- Provide accurate, valid and complete information using available methods and tools
- Participate in building and maintaining a multi-language knowledge base and community
- Collect customer feedback and translate insights into actionable product suggestions
- Build sustainable relationships and trust with customers through open communication
- Identify and escalate customer-reported bugs or issues
- Proactively communicate with customers to gather feedback and convey updates on resolutions
- Provide high-quality support within defined SLA timeframes
- Meet personal and team targets and Key Performance Indicators (KPIs)
- Follow communication procedures, guidelines, and policies
- Take the extra mile to engage customers
Benefits
- Premium tariffs for product
- Semi-remote work with flexible hours
- Home office allowance
- Virtual share options scheme after the probation period
- Comprehensive medical insurance after the probation period
- Generous vacation policy: 20 business days
- Paid sick leave, birthday and anniversary leave
- Length of service holidays
- Engaging online events for learning and enjoyment
- Coworking with facilities and parking compensation in Wrocław/Kyiv