#vacancy #job #fulltime #remote #cyprus #support

Junior Customer Support Specialist

About the job:

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, 13:00–21:00 (UTC+3) / 19:00–04:00 (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.

tg: @y_yakovleva
mail: [email protected]