Customer Support Representative (night shifts)

We are Galaktica, a Ukrainian product IT company that creates and promotes its own online projects in the most affluent markets worldwide: the USA, Canada, Australia, the UK, and the EU. Our company, as well as our main product, has been around for over 5 years. Galaktica’s products are successful, which allows us to ensure growth and development opportunities for our employees.

We are actively growing and scaling, which is why we are looking for a Customer Support Representative with at least 6 months of experience to join our team of professionals!

Your working hours will be night shifts, from 22:00 to 6:30 Eastern European Time (EET)

Your responsibilities will include:

• Resolving user incidents: analyzing incoming tickets, live chats, and phone calls, conducting investigations, communicating with users, and fully satisfying their requests. This will take up 60% of your work time;
• Collaborating closely with the moderation team, partners, and customers. This will take up 20% of your time;
• Updating knowledge bases and continuously improving user communication processes. This will take up 10% of your time;
• Preparing reports on user requests. This will take up 10% of your time.

Your main tasks will be:

• Resolving customer requests;
• Finding answers to their questions (we will assist you with this!);
• Ensuring high-quality communication between related departments.

We expect you to have:

• At least 6 months of experience in customer support in English;
• Basic knowledge of working with helpdesk systems (experience with Zendesk chat and ticketing system, as well as phone support);
• Upper-intermediate or higher English proficiency, with fluent speaking skills;
• Strong communication skills in English, both via email and phone.

It would be an advantage if you have:

• Experience with payments, verification, or KYC;
• Knowledge of manuals, rules, and standards for customer communication;
• A deep understanding of customer-friendliness and the ability to apply it effectively;
• Strong interpersonal and psychological skills to handle even the most difficult customers.

What we offer:

• Five work formats to choose from: Remote, or offices in Kyiv, Lviv, Odesa, Larnaca (Cyprus) or our new office in Malta. All our Ukrainian offices are equipped with powerful generators and Starlink, ensuring 24/7 availability;
• Equipment provided: Laptop/desktop PC, additional monitors, and specialized gadgets—everything you need for large-scale tasks and experiments;
• Safety and insurance: We actively listen to our employees and provide support during challenging times. We also offer medical insurance or cash compensation for sports activities;
• A great team and atmosphere: Your colleagues significantly impact your work-life quality. Thanks to our thorough hiring process, you’ll be working with top professionals in your field;
• Continuous development: We cover the cost of training and seminars to support your professional growth. We also have a large library and a book club you can join;
• Corporate English courses: We reimburse 50% of the cost of your personal English lessons upon request;
• Sports activities: Join our volleyball team or running sessions—all expenses covered by the company. We’ve already participated in several marathons, and our coaches are true professionals;
• And more: Once a month, we gather for lunch at our cozy office at the company’s expense, and we also organize great off-site and in-house team-building events focused on team bonding and offline communication.

Our goal is to build a product-based IT ecosystem across various domains, where every employee can launch internal startups, grow, and implement their ideas. Join us!

Additionally, corporate social responsibility is extremely important to us. The company operates two charitable foundations focused on rehabilitating military personnel and assisting children affected by the war. We fully support the administrative operations of these foundations and allocate funds to their core missions.

We also regularly purchase FPV drones and supply vehicles to Ukrainian defenders. This year, we are expanding our support by investing in military startups that produce strike drones—one of the highest-priority areas for our military.

If our team is interested in your candidacy, we will reach out to you via your preferred method to discuss the position in more detail.

Want to learn more about us?

🔹 Visit our website: galaktica.io/vacancies

🔹 Get to know us, meet the team, and see our product creation process on Instagram: www.instagram.com/…​eam?igsh=bGJwODZzOHo3Y25z

🔹 Check out our video introduction: 

We’ll be happy to answer any questions and invite you to the first stage of the interview!

Telegram: Andrii

We emphasize that if our team is interested in your candidacy, we will contact you via any convenient method for a detailed discussion of our vacancy!