Customer Support Agent

Hi! We’re Leaply, a fast-growing ecosystem of digital and physical products designed to help people build healthier habits and lead better lives. We launched in 2024 and have already seen explosive growth, 10x revenue in the past six months, with strong traction across the US, Europe, and beyond.

At Leaply, we challenge traditional career paths: we value ownership over job titles, and impact over process. As we scale, we’re building a support team from the ground up, and we’re looking for a Customer Support Specialist to join it.

You'll help our users with cancellations, refunds and billing, taking on the cases that need a real person while AI handles the routine.

What challenges await you:

• Be the human voice of a business: reply to users by email, in English, with the time to read, think and write a proper answer.

• Resolve what matters most to users: cancellations, refunds, billing questions, account access and product questions, so every user leaves with a clear answer.

• Take the cases that need a real person: AI and automation close the simple questions, and the complex ones come to you, so your time goes where judgment and empathy matter.

• Make the product and our support better: spot problems in the product and in support processes, and bring them to the right team so what you notice gets fixed.

What matters to us:

• You have 1+ year of experience in customer support, by email or chat.

• Your written English is B2 or higher.

• You stay calm when users push back, and you treat them with empathy and a customer-first attitude.

• You're proactive: you've started changes that improved processes in support, business or product.

• You use AI tools at work, for example to draft and double-check replies to users, or you can name automations you've set up yourself.

• You're ready to work different rotating shifts in Kyiv time: morning (08:00–17:00), evening (16:00–01:00), and night (00:00–09:00), with 5 scheduled shifts per week, including approximately 5–6 night shifts per month. You may also be asked to cover another shift slot up to 3 times a month.

• You have your own computer, stable internet, backup power and a backup mobile internet connection.

It's definitely a plus if you have:

• Experience with Zendesk or another helpdesk system.

• Experience with subscriptions, billing, refunds and chargebacks.

• Experience with quality review by checklist.

• Experience leading a team.

• An interest in health and wellbeing.

Why this role is exciting:

• This isn't outsourcing: you work in-house, and we're building our support team from scratch, so the first agents will shape how it works.

• You see the business through the user's eyes: subscriptions, payments, refunds, and why people stay or leave.

• Join early, while the team is small: your voice is heard, and you can grow into a senior agent who trains new teammates, and later into a shift lead, QC or team lead role.

• A calm format: email only, no calls and no chat, a fixed shift of your choice (morning, evening or night), fully remote from anywhere.

• Higher pay for evening and night shifts, 20 paid vacation days and 10 paid sick days a year.

Join us in building the next big thing!