We’re looking for a dedicated and enthusiastic Customer Support Specialist to join our growing team!
Whether you already have experience in customer support or are eager to learn and gain hands-on experience, this role is perfect for someone passionate about delivering great service. You’ll support our customers in using our pet training app, focusing on billing-related inquiries. Plus, since our team is relatively new, you’ll have the chance to help shape our processes and leave your mark.
? What Makes This Position Attractive?
- You’ll gain valuable experience in the pet training domain, helping users with an innovative app.
- Be part of a compact, innovative team where your input and ideas are highly valued.

You won’t just follow the rules—you'll help create them!
Requirements
- Written English — Advanced (C1-C2). Ability to create complex step-by-step guides and handle billing issues while keeping the replies clear, structured, and polite.
- Fluency in Belarusian, Ukrainian or Russian
- Speed typing.
- Understanding how mobile apps work (app versions, updates, compatibility with various devices).
- Understanding the nature of subscriptions: renewals, refunds, invoicing.

Nice to Have:
- Experience with payment platforms like PayPal or Stripe.
- Experience using ticket or chat systems such as Zendesk, Intercom, or Freshdesk.
- A love for pets or experience caring for them!

Responsibilities
- Work with incoming tickets in Zendesk with a focus on billing matters (cancellations, refunds, billing clarifications, etc).
- Provide quality support while adhering to the team’s SLA and KPIs.
- Handle customer complaints and come up with creative solutions in line with the Nove8 support policy.
- Test new support channels: e.g. chat support, phone support.
- Create and maintain the saved replies library.
- Cooperate across teams for reporting and bug resolution.

Personal
- Excellent communication and listening skills—90% of your work will involve interacting with customers, including handling difficult situations.
- Ability to work independently and make informed decisions based on internal documentation and onboarding knowledge.
- Comfort with a role that involves 70% routine tasks and 30% spontaneity in a fast-paced environment.
- Strong problem-solving skills and stress resistance, especially in non-standard situations.
- A true team player, willing to support your colleagues with complex cases and shift planning.

Benefits
- Tax covered salary
- Sport and education compensations
- Psychologists compensation
- Coworking compensation
- Health insurance
- Team buildings 2 times a year
- Birthday presents ?
- Time-off Policy

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