Customer success specialist

We are a fast-growing start-up in the social discovery niche with a premium transactional marketplace that helps users around the globe connect. Our platform has already found its well-deserved place in the niche by focusing on tech innovations like AI, unconventional approaches to users, and meticulously created algorithms.

We are looking for a Customer success specialist who will join and strengthen our team. A well-coordinated, experienced team of 20+ people has a successful experience of creating businesses aimed at adults.

CS’s role is all about addressing issues raised to ensure our users have the best possible experience and keeping our online community safe. You will also work with our Operations, Product, and Developers teams to share and implement customer feedback that will skyrocket our business.

What are our goals?

• Our efforts are aimed at maintaining high-quality services;
• Business and team scaling according to needs.

What you’ll do

• Build strong, lasting relationships with high-value customers by understanding their needs and preferences.
• Provide exceptional customer support, handling inquiries with empathy, patience, and professionalism.
• Resolve escalated issues, including billing disputes, service concerns, and sensitive matters, ensuring fair outcomes.
• Maintain detailed knowledge of customers' unique circumstances to offer tailored support and proactive solutions.
• Efficiently manage multiple tasks, including high-priority tickets, documentation, and internal communication.
• Collaborate with internal teams (Support, Moderation, Product, Development) to share insights and drive improvements.

What we’re looking for must-have:

• Advanced/Upper-Intermediate English proficiency (both written and spoken).
• Outstanding communication skills with a strong focus on empathy, patience, and active listening.
• Proven conflict resolution skills for handling sensitive and complex customer situations.
• Excellent multitasking abilities and attention to detail.
• Ownership mentality, taking accountability for every interaction and its outcomes.
• Ability to work night shifts and maintain consistency in a flexible schedule.

Nice-to-have:

• 2+ years in customer success, account management, or related roles (preferably with high-value clients).
• Experience with CRM tools like FreshDesk, Zendesk, or Intercom.
• Exposure to legal cases, payment disputes, and strategies for churn reduction and loyalty enhancement.

What do we offer?

• Ability to grow professionally along with a company growth;
• For the first 6 months, the work schedule will consist of evening shifts only (18:00—02:00); afterward, it will switch to a flexible schedule with 120 hours per month, for now, 3/3 pattern with variations of morning (07:00—15:00), day (15:00—23:00), night (23:00—07:00);
• Feedback-driven and open-minded culture and fair recognition of strong contributors to the company’s success;
• Minimum bureaucracy and maximum independence;
• Ability to use the corporate library and develop deep knowledge in a professional domain

Selection stages:

HR interview 

Passing the test task 

Interview with the Support Lead