Customer Support Representative

Hi! We're excited to introduce you to Softsich! We are looking for an energetic and client-oriented VIP Customer Support Representative who will become a trusted partner to our most valuable customers. If you're great at building trust, offering personalized solutions, and delivering premium service — this role is for you! Requirements At least 1 year of experience in Customer Support / VIP Support. Experience working across multiple communication channels: Live Chat, Tickets, and Messengers. Excellent communication skills and the ability to find an individual approach to users. High level of empathy and the ability to understand users’ needs and mood, adapting the communication style to the situation. Ability to work in a multitasking environment, effectively prioritize tasks, and handle multiple requests simultaneously. Strong stress-resistance and the ability to maintain a high level of service in challenging or conflict situations. Ability to respond quickly, make independent decisions, and find optimal solutions in non-standard situations. Strong critical thinking and the ability to analyze a situation before making a decision. Flexibility and the ability to quickly adapt to changes in processes, products, and internal procedures. Ability to work effectively as part of a team, openness to feedback, and willingness to share knowledge and experience with colleagues. Strong attention to detail and a high level of responsibility. Responsibilities Provide high-quality and personalized support to VIP users via Live Chat, Tickets, and Messengers. Handle user requests promptly and follow up on complex cases until they are fully resolved. Maintain a high level of VIP service, personalizing communication based on users’ needs and history. Independently resolve non-standard situations and escalate cases requiring involvement from other teams in a timely manner. Handle multiple requests and communication channels simultaneously while maintaining established quality and response-time standards. Collaborate with other teams to ensure fast and high-quality resolution of VIP users’ requests. Follow internal processes, procedures, and communication standards. Stay up to date with product, process, and internal procedure updates and quickly adapt to changes. Proactively identify issues in the user experience and provide relevant feedback to the team. Would be a plus Direct experience working with VIP / High-Value clients. Understanding of VIP customer experience, retention, and responsible communication principles. Experience working with CRM, HelpDesk, and Live Chat systems. Experience handling complex, conflict-related, or emotionally sensitive cases. Knowledge of platforms such as TrueLabel. What we offer: Flexible work format: fully remote or from our offices in Kyiv or Warsaw. 24 paid vacation days, sick leave, and medical insurance (already available in Ukraine; other locations — in progress). A team where it’s easy to ask questions, learn, contribute, and be yourself. Coverage for professional events, training, and certifications. Team buildings, birthday gifts, and a community that truly cares. Zero business ties with the aggressor country — and we’re proud of that. Send us your CV now to learn more!