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Role Description

We’re looking for a Customer Support Agent who is not just reacting to tickets, but actively influencing customer satisfaction and retention. This role combines high-quality reactive support, proactive customer engagement, and sales impact.

• Efficiently handle a large number of chats and calls (no cold calling) with a strong focus on quality.
• Proactively provide in-depth details about our product, address customer concerns and objections diligently, ensuring their satisfaction.
• Guide users through onboarding and activation flows, educate customers to ensure successful product usage.
• Use selling techniques to offer our additional products (e.g. resume review) to existing customers, convert support interactions into successful payments if there’s such opportunity.
• Act as the first line of retention, identifying early churn signals during customer interactions, share insights and feedback with the team to improve retention and customer experience.

Key success metrics for the candidate:

• Maintain CSAT 90-95%
• Meet SLA with average first response time ≤ 5 minutes
• Additional product conversion rate - consistently generate paid resume reviews from support interactions (min. 20% of new customers pay for resume review option).

We keep our hiring process quick and simple:

• HR Introduction Call
• Team Interview
• Reference Check (with two prior managers)

Qualifications

• 2+ years of proven experience in customer support, customer success, or support-driven sales, working with US-based customers.
• Fluent English and Russian.
• Exceptional communication, problem-solving and negotiation skills (clear, friendly, confident).
• Comfortable working with KPIs and performance metrics.
• Customer-centric mindset with a business-oriented approach.
• High-speed internet connection (VPN free).

Benefits

• Remote work - work/life balance.
• Competitive package ($12000-18000).
• Paid 38 days Off (vacation + local holidays) and sick leave.