About the Role

For us, first-line support is not about formal responses, but about genuine contact with the user. This role is for someone who can keep pace, maintain clarity in communication, and retain empathy even amidst a stream of inquiries.

You will be the first person to help a user understand the product, so the quality of communication here directly impacts the overall impression of the service.

• Direct communication with users every day
• Intercom as the primary work environment
• Fast responses, careful escalation, and order in processes
• Real contribution to the user experience

Working Conditions

• Schedule: 2 days on, 2 days off
• Shift: 09:00-21:00 GMT
• Fixed rate: 1500 EUR gross per month
• Overtime is paid additionally
• The team's main tool: Intercom

Who We Are Looking For

Main Requirements

• Fluent written Russian
• Fluent written English at B1+ level
• Proficient computer skills and knowledge of basic digital tools
• Experience with Intercom or similar support systems (helpdesk) is a plus

Additional

• Calm attitude towards new technologies and willingness to learn quickly
• Understanding of basic customer support principles
• Experience in user support will be an advantage

What You Will Be Doing

Communication

• Responding to users and helping them resolve issues quickly
• Providing guidance on service setup and daily product use
• Working in Intercom: managing conversations, maintaining statuses, tags, and routing in order

Processes

• Carefully and promptly processing incoming inquiries
• Escalating more complex cases to the second line of support
• Documenting recurring questions and expanding the base of template responses

What We Offer

Work From Anywhere

Work where you are comfortable. Fully remote work with a flexible schedule — we trust you to deliver results.

Competitive Compensation

Salary in Euros at market level, payments to any bank. Performance bonuses every six months.

40 Days Off Per Year

40 paid days per year for holidays and vacation

Paid Sick Leave

Be sick calmly if needed and come back

Latest MacBooks

We provide the latest MacBook as a work device.

Medical Insurance

Full SafetyWing insurance — medical and dental worldwide (excluding USA/Singapore/Hong Kong).

Psychological Support

Therapy, coaching, and self-care tools upon request.

Language Learning

Access to Preply for tutor-led lessons or independent study of any language.

Team Meetings

Regular in-person team meetings for collaboration and recreation (travel and accommodation paid).

Learning Budget

Compensation for courses, conferences, and materials for your growth.

Join the Team

• Not available for permanent residents of Russia, Belarus, China, Syria, Iran, Yemen, North Korea, and certain other regions.