Customer Support Agent - Health&Wellness app

The role

You will answer user emails in English about cancellations, refunds, billing, account access and product questions. You take the complex cases that need a real person while AI handles routine questions, and you pass product and support problems to the right team.

What you will do

• Reply to users by email in English
• Resolve cancellations, refunds, billing questions, account access and product questions
• Take the cases that need a real person while AI and automation handle simple questions
• Spot problems in the product and in support processes and bring them to the right team

Required qualifications

• 1+ year of experience in customer support by email or chat
• Written English at B2 or higher
• Stays calm when users push back, with empathy and a customer-first attitude
• Proactive: has started changes that improved processes in support, business or product
• Uses AI tools at work, for example to draft and check replies, or has set up automations
• Ready to work rotating shifts in Kyiv time, including night shifts
• Has own computer, stable internet, backup power and a backup mobile internet connection

Nice to have

• Experience with Zendesk or another helpdesk system
• Experience with subscriptions, billing, refunds and chargebacks
• Experience with quality review by checklist
• Experience leading a team
• An interest in health and wellbeing

Benefits

• Higher pay for evening and night shifts
• 20 paid vacation days a year
• 10 paid sick days a year
• Fully remote work from anywhere
• In-house role, not outsourcing
• Path to senior agent, shift lead, QC or team lead roles

Before you apply

• The role requires working rotating shifts in Kyiv time, including about 5–6 night shifts per month

About the company

SKELAR is a venture builder that creates consumer businesses across EdTech, Mental Health, Petcare, FashionTech and other areas. This role is with one of its partner companies developing a Health&Wellness app.