VIP Customer Support Representative

Job description

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.

- English level: Upper-intermediate+

- 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.

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!