Customer Support Specialist (English)

Ven Commerce Ltd is an international e-commerce solutions company with offices in the USA, Israel, and Ukraine. We are seeking a Customer Support Specialist to join our growing team, serving US market customers in the medical field while maintaining high service standards through multiple communication channels.

• Communicate with customers via chats, email, phone calls (inbound & outbound), and social media
• Proactively contact customers who have placed orders and collect necessary information for order completion
• Forward customer information to the medical department according to provided scripts
• Collaborate closely with the medical team to achieve shared goals
• Provide consultations regarding services and products
• Resolve issues and handle complaints promptly and professionally
• Escalate important requests to relevant teams to improve processes
• Collect, analyze, and share customer feedback with the manager
• Act as communication link between customers and internal teams
• Maintain and update customer database and order statuses in tracking tables
• Participate in team calls (daily, weekly, planning meetings)
• Contribute to customer retention efforts and reduce refund rates

• Advanced English proficiency (C1 level), both written and spoken
• At least 1 year of experience in a similar customer support role
• Strong analytical skills, attention to detail, and problem-solving abilities
• Ability to adapt quickly to changes and remain flexible
• Positive, empathetic, and professional attitude toward customers
• Proactive mindset and ability to provide constructive feedback
• Ability to work with large volumes of information
• Experience in sales or medical field (advantageous)
• Experience with Zendesk, JIRA, and Magento (plus)

Schedule & Location: Remote work with flexible format. Evening shifts: 3:00 PM - 12:00 AM (Kyiv time). 5 working days per week, 2 floating days off.

Benefits: Competitive salary, 25 paid days off (including sick leave), medical insurance (for Ukraine employees), work equipment (laptop), supportive Team Lead and friendly team environment, structured onboarding and training, career growth opportunities, English speaking club and professional development training, team-building activities and corporate events, comfortable office during power outages, corporate psychological support program.