Junior Customer Support Specialist

IntellectoKids is one of the world’s largest developers of educational apps for children ages 2 to 7. Our products are among the top 15 in the preschool apps category globally.

We are looking for a Junior Customer Support Specialist to take care of our customers - parents from all over the world.

Working format: full-time, remote.
Schedule: Five days per week, including Saturday and/or Sunday, 19:00–03:00 / 13:00–21:00 (UTC+3).
Working type: contract, payments in $

Responsibilities:

• Managing written responses to users through the customer communication system Zendesk within the SLA.
• Responding to reviews in app stores (App Store & Google Play).
• Handling tickets across multiple channels, including Zendesk, Facebook messages, and other platforms as they are added.
• Copywriting and updating documentation.
• Following product policy and instructions.
• Participating in the scaling of support operations by adapting to new communication channels and tools as the team grows

You will have the following KPIs:

• the First Time Reply during the shift should be 15 min
• expectations regarding policies, flow, tone of voice, and proficiency are met

What we expect from you:

• Fluent English (C1 level) is a must.
• At least 6 months of experience in a customer support or similar role.
• Understanding of ticketing systems (e.g., Zendesk) and how to work with them.
• Excellent written communication skills – clear, friendly, and grammatically correct.
• Digital literacy.
• Analytical and time management skills.
• Ability to work with a high volume of information.
• Fast learner, adaptable to new tools and workflows.
• User-focused mindset – ability to understand user needs and provide helpful responses.
• Experience in writing bug reports and recognizing issues that need escalation
  

Would be a plus:

• Russian language knowledge.
• Experience with subscription cancellation handling according to internal policies.
• Skills in customer retention and managing negative user feedback.
• Ability to use automation tools to improve workflow and response efficiency.
  

What do we offer?

• A high degree of autonomy (and responsibility).
• Аn exciting opportunity in the rapidly growing EdTech industry.
• Being part of one of the best teams in mobile performance marketing.
• A strong culture of data-driven decision-making.