SupportYourApp
1001 - 5000 employees
🤝 B2B
☁️ SaaS
📡 Telecommunications
💰 Venture Round on 2017-10
B2B • SaaS • Telecommunications
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
Technical Support Consultant, Fluent English
🔥 0 minutes ago
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SupportYourApp
1001 - 5000 employees
🤝 B2B
☁️ SaaS
📡 Telecommunications
💰 Venture Round on 2017-10
B2B • SaaS • Telecommunications
SupportYourApp is an outsourced customer service company originally founded in Kyiv, Ukraine, and now operating globally in over 7 locations. With a decade of expertise, it specializes in providing 24/7/365 third-party customer service in more than 60 languages to over 250 businesses worldwide. SupportYourApp is dedicated to enhancing customer satisfaction by delivering empathetic and professional support across various communication channels. Their services are integrated into a custom-built QCRM system and compliant with security standards such as PCI/DSS & ISO/IEC 27001:2013. The company partners with tech giants like Calm, MacPaw, and SplitIt, offering scalable support solutions that include customer service, tech support, and back-office outsourcing.
📋 Description
• Deliver outstanding technical support via chats and emails • Manage customer support tickets and maintain a 24-hour response SLA • Attend regular engineering planning sessions to stay informed on upcoming releases, migrations and product changes • Prepare and lead recurring support retrospectives, identifying customer trends and helping Engineering prioritize improvements • Review AI chatbot conversations and optimize Inkeep rules, workflows and responses to improve support quality • Maintain and improve customer-facing documentation and self-service resources in GitBook • Improve support systems and processes, including Zendesk workflows, automations and Linear ticket management • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI
🎯 Requirements
• Excellent English communication skills (at least C1 for both spoken and written) • Experience with Zendesk, including workflow optimization, automations and support operations • Troubleshooting skills, including the ability to distinguish between product bugs, user environment issues and third-party platform limitations • Experience with Linear or similar modern ticketing and prioritization platforms • Ability to translate technical concepts into clear, user-friendly language and communicate with both engineers and non-technical users • Understanding of software releases, migrations and their potential impact on customers and product performance • Organizational skills, including the ability to identify trends, run support retrospectives and turn insights into actionable feedback • An AI-first approach, using AI tools to reduce repetitive work and improve chatbot/FAQ automation • Ability to read and interpret logs (JSON) and troubleshoot issues using tools such as Grafana, browser developer tools and changelogs • Experience managing incidents, identifying patterns during ticket surges and communicating proactively with customers and internal teams • Understanding of cross-platform web applications, native applications and common data migration risks such as data loss, malformed records and parsing errors • Ability to learn and follow precise procedures • Personal computer (at least 8Gb of RAM) with a stable internet connection (minimum 50 Mbps–download and 40 Mbps–upload)
🏖️ Benefits
• Fixed schedule: Monday–Tuesday, Friday from 9 AM–5 PM, and Wednesday–Thursday 12 PM–8 PM, EDT • Opportunity to cooperate fully remotely • Inclusive international environment • Compensation in USD • Rewards for referring friends • Balance between project workload and personal time, but also – internal health policy • Responsive leadership interested in your development and long-lasting cooperation • Greenhouse conditions for self-development • A culture built on trust, with no time-tracking requirements
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