Customer Support Specialist

Ekreative
is a leading full-cycle product development power house. We design, build and grow new and already existing SaaS platforms and mobile apps for world-wide brands, while also crafting and launching our own successful IT products.

We're committed to our vision of helping companies build world class technology platforms, and are trusted by 250+ business leaders from companies of all sizes, including Fortune 500 brands since 2010.

What makes us great is our experience and ability to achieve success for the end user through simplicity and creative solutions to complex problems.

We are purposeful about every decision: how we hire, build long-lasting partnerships with our clients, set our development procedures, and impact social change with our finances. Since the very beginning, Ekreative has been committed to giving away a significant portion of our profit on a monthly basis to various charities, influencing thousands of lives.

We are looking for a Customer Support Specialist to join our team—someone who is tech-savvy, highly organized, and customer-focused. You'll be the front line of communication with users, ensuring their issues are resolved efficiently, while also helping us scale support with smarter tools and systems.

Location: Cherkasy, Lviv, remote (Ukraine)

Requirements:

• Experience or strong interest in working with AI tools and automation platforms (chatbots, support platforms, etc.)
• Understanding of social media platforms and interest in content creation and apps that help with it
• Strong communication and interpersonal skills with a client-first mindset
• Proficiency in both English and Ukrainian (spoken and written)
• Excellent computer skills, especially with Google Workspace (Docs, Sheets, Drive, Calendar, etc.)
• Analytical thinking and advanced problem-solving skills
• Exceptional attention to detail and multitasking ability
• Proactive approach with the ability to think strategically and work independently
• Enthusiasm for learning and continuous professional development

Will be a plus:

• Prior experience in customer support roles
• Familiarity with helpdesk platforms like Zendesk, Intercom, or Freshdesk
• Experience with knowledge base creation or technical writing
• Exposure to AI and Customer Support automation tools

Responsibilities:

• Respond to user inquiries via support tickets, Stripe, App Store reviews and IG messages/tags, prioritizing urgent issues and ensuring prompt and helpful responses
• Test and reproduce user-reported issues, document results clearly, and collaborate with relevant team members to resolve them
• Monitor and manage on-hold/problematic tickets daily, providing updates and documenting progress
• Maintain a detailed shift report and share key insights or issues in daily team standups
• Participate in support team task distribution to ensure balanced workloads
• Set up, train, and continuously improve AI tools (e.g., chatbots or automated support assistants) to effectively answer customer questions
• Develop logic and strategies that help AI and support tools find and deliver the right information efficiently
• Build and manage a structured, easy-to-navigate customer-facing and internal knowledge base of FAQs, solutions, workflows, and escalation paths
• Identify patterns in user requests and recommend proactive improvements to support processes or product usability

We offer:

• Competitive reward for the provided services
• Collaborative and supportive team of professionals
• Growth through a Mentorship Program, regular feedback, and one-on-one meetings with PM and HR
• Partial reimbursement for medical insurance, sports activities, and English language courses
• Generous leave policy - 22 days of annual leave, 10 paid sick days per year
• Personal equipment policy offering MacBooks along with all necessary hardware and software for work
• Financial support for employees during specific life events (weddings, childbirth, etc)
• A people-focused corporate culture that prioritizes employee well-being