Customer Support Specialist - Junior

Overview:

SOFTSWISS continues to expand the team and is looking for a Junior Customer Support Specialist.

We need a true, experienced and accomplished professional who shares our culture and values.

Purpose of the Role:

You’ll support seamless customer experiences by delivering timely, empathetic, and well-structured assistance via live chat and email.

Your work will impact customer satisfaction and service efficiency by ensuring clear communication, accurate issue resolution, and consistent adherence to internal processes.

Key responsibilities:

• Handle customer inquiries via live chat and email with clarity, efficiency, and care
• Provide helpful, well-structured responses based on internal guidelines
• Escalate complex or sensitive cases following the proper process
• Maintain a respectful, professional tone across all communication
• Stay focused and effective in a fast-paced environment
• Work from a comfortable office in Tbilisi – is a must
• Follow a rotating schedule of 20 floating shifts per month, alternating between day (10:00 AM – 7:00 PM) and evening (5:00 PM – 2:00 AM) shifts

Required Experience:

• Confident English (B2+ or higher), especially strong written communication
• Understanding of customer interaction basics: polite tone, clarity, listening skills, and respectful messaging (even without prior support experience)
• Ability to write structured, clear, and professional messages
• Strong sense of responsibility and punctuality, reliable schedule adherence
• Ability to receive and apply feedback; eagerness to learn and grow
• Confident computer user with solid knowledge of basic tools and platforms
• Attention to detail

Nice to have:

• Previous experience in Customer Support
• Familiarity with ticketing systems, live chat tools, or knowledge bases (LiveChat, Zendesk, Intercom, Freshdesk)
• Experience in mentoring or training, or desire to grow in that direction

Benefits:

• Full-time work opportunities
• Private insurance
• An additional Day Off (1) per calendar year
• Sports program compensation
• Comprehensive Mental Health Programme
• Free online English lessons with native speakers
• Generous referral program
• Training, internal workshops, and participation in international professional conferences and corporate events

Learn more about our hiring process here – what to expect, how to prepare, and what makes SOFTSWISS different.