Customer Support Agent (Full time)

JATAPP is a product-focused IT company that creates high-tech mobile and web products, solving real user needs and reaching a global audience. The company’s portfolio already includes over 20 diverse products in the white-label sector: business tools, utilities, cybersecurity, education, and other innovative solutions used by millions of people around the world every day.

We are looking for a Customer Support Agent to support our products. This is a great opportunity for someone who can truly understand users’ needs and wants to contribute to shaping support processes, creating quality Knowledge Base materials, and finding ways to improve product performance.

Key Responsibilities:

• Efficiently handle user requests in Zendesk (chat, email)

• Process billing requests (cancellations, refunds, disputes) with attention to detail and in accordance with internal processes

• Monitor and respond to user feedback across platforms, helping to improve overall customer satisfaction

• Participate in setting up support processes together with the team

• Be ready to work in shifts, including night shifts (2–3 times per week)

Required Skills & Experience:

• At least 6 months of experience in a similar position

• English proficiency — Upper-Intermediate+ or higher, excellent written English

• Experience with ticketing systems (Zendesk, Intercom, Freshdesk, etc.)

• Ability to handle up to 100 cases per day (average 50–60) without losing focus or communication quality

• Experience working with KPI/SLA

• Willingness to work in shifts (including 2 night shifts per week)

• Full-time: Morning: 07:00–15:00; Day: 15:00–23:00; Night: 23:00–07:00 (Kyiv time)

Nice to Have:

• Experience with billing requests (cancellations, refunds, disputes)

• Experience with Jira, Amplitude

Recruitment process:

Recruiter interview → Test assignment → Final interview → Reference Check → Offer

We Offer:

• Paid time off & sick leave: 12 vacation days per year, 5 sick days with documentation, 3 sick days without documentation — work with peace of mind, we care about your rest and health

• Medical insurance: full corporate coverage, because your wellbeing is a top priority

• Benefits Cafeteria: choose what suits you best — sports, food delivery, home office supplies

• Team-building and company activities: we love our team, and doing cool things together is even more fun

Is this exactly what you’re looking for?Don’t hesitate — click “Apply” and send us your resume!