About this role
StellarTech is an international product company that develops and publishes B2C subscription-based mobile apps in EdTech.
We are looking for a Customer Care Representative to become the first point of contact for our users. For us, closing a ticket is not enough: we want to understand why the user ran into a problem and make sure it doesn't happen again. You will work closely with our Tech Support team: reporting bugs, spotting recurring issues and suggesting improvements. No prior experience? We'll still consider you if you learn fast and think analytically.
Applications are accepted only via this application form: https://forms.gle/jhGxwQoySCuDGvP16
Your area of impact
• Handle web and app user requests in Zendesk (email and live chat).
• Find the root cause of a user's problem, not just fix the specific case.
• Escalate user issues to the technical team.
• Tag user requests to collect analytics.
• Keep response times within our SLA.
• Share insights on recurring pain points and suggest improvements to templates, guidelines and processes.
Must-have requirements
• English at Upper-Intermediate (B2) level or higher: a real working level, with strong writing (grammar, punctuation, vocabulary).
• Clear, polite and empathetic written communication, with logically structured messages and no copy-paste tone.
• Ability to handle a high volume of similar requests without losing speed or quality.
• Analytical mindset: you want to understand why a problem happened, not only remove the symptom.
• Availability to work shifts
Nice to have
• 1+ year of experience in Customer Support.
• Experience with Zendesk or other ticketing/CRM systems.
• Experience with high-volume email and live chat support.
• Experience in subscription-based mobile apps.
• Daily use of AI tools (ChatGPT, automation tools, productivity apps) to boost your efficiency.
• Examples of improvements you proposed that were actually implemented.
Hiring process
• Application form.
• Assessment task.
• Interview with the Customer Care Team representative.
Want to join the team? Fill in the form, we look forward to meeting you!