Customer Support Agent

JatApp is a product-focused IT company creating mass-market, useful, and high-tech products that are used daily by millions of users worldwide.

We are looking for a Customer Support Agent for the company’s largest product - a cross-platform VPN service. Our product helps at least 10 million users around the world to meet their needs in cyber protection. Our goal is to enter the top 5 best VPN services in the world. 

Key Responsibilities:

• Efficiently handling user inquiries in Zendesk (Chat, email)
• Monitoring and responding to reviews on the App Store
• Handling billing inquiries (Cancel/Refund/Dispute)
• Participation in setting up support processes together with the team

Required Skills and Experience:

• At least 6 months of experience in a similar role
• Upper-Intermediate+ level of English or higher, with excellent written English
• Experience working with ticketing systems (Zendesk, Intercom, Freshdesk, etc.)
• Ability to handle up to 100 cases per day (50-60 on average) while maintaining focus and high-quality communication; experience working with KPIs
• Availability to work in shifts, including 2-3 night shifts per week

Nice to Have:

• Experience working with VPN services
• Experience handling billing inquiries and payments

Recruitment Process: Interview with a recruiter — Test task — Technical interview — Final interview — Reference check — Offer

We Offer:

• 12 compensated days off per year
• 5 compensated sick days with documentation per year
• 3 compensated sick days without documentation per year
• Medical insurance (within corporate limits)
• Benefits Cafeteria
• Team-building events
• Educational portal and internal knowledge sharing