Customer Support Agent - Health&Wellness app

Role overview Support users of a health and wellness app by email, handling cases that call for careful judgment while automated systems resolve routine questions. The work spans billing, subscriptions, account access, and product support, with opportunities to flag issues and help shape a growing support operation.

Responsibilities - Write clear, thoughtful replies to users in English. - Resolve questions about cancellations, refunds, billing, account access, and app features. - Take over complex cases that need human judgment and empathy. - Identify product or support-process problems and share them with the relevant teams. - Use AI tools and automation to support efficient, accurate service.

Requirements - At least one year of customer support experience by email or chat. - Written English at B2 level or higher. - Calm, empathetic communication when users disagree or are dissatisfied. - A proactive approach, including examples of improving a support, business, or product process. - Practical experience using AI tools at work or creating automations. - Ability to work five scheduled shifts per week across rotating Kyiv-time morning, evening, and overnight schedules. The schedule includes about five to six night shifts monthly and may require up to three additional shift-cover assignments per month. - Personal computer, reliable internet, backup power, and backup mobile internet.

Nice to have - Experience with a helpdesk platform, such as Zendesk. - Familiarity with subscriptions, billing, refunds, or chargebacks. - Quality reviews using a checklist, team leadership, or an interest in health and wellbeing.

Benefits and work setup The role is fully remote and email-only, with no calls or chat. A fixed shift option is available; evening and overnight shifts receive higher pay. The package includes 20 paid vacation days and 10 paid sick days annually. Early team members can help establish support practices, with potential progression into senior agent, training, quality review, or team leadership work.