Location: Remote (Ukraine-based) Employment type: Full-time Team: International (Germany, Bulgaria, Ukraine) Domain: Digital Procurement Software, AI-driven Tactical Sourcing & Negotiations
About Us
We’re a startup building an AI-powered procurement platform that helps enterprises streamline sourcing and supplier negotiations. You’ll work with a small, distributed team across Germany, Bulgaria, and Ukraine in a fast-paced environment where processes evolve quickly and your input shapes how we work.
The Reality of This Role
This is customer support in a startup environment. You’ll answer questions, troubleshoot issues, and help customers succeed with our platform. You’ll work evening shifts (15:00-23:00 EET) with overlap with our Delivery team, often with less direct supervision. We need someone who stays calm under pressure, genuinely wants to help resolve issues (not just close tickets), and can handle ambiguity.
What You’ll Actually Do * Respond to customer inquiries via email, chat, and calls—switching between channels as needed * Troubleshoot technical issues and walk customers through solutions step-by-step * Help new customers get started with the platform and answer questions about features * Document processes and new features as we build them (think: updating our customer support pages and internal ticketing system) * Escalate complex issues to the right team members when needed * Spot patterns in customer questions and suggest improvements * Work autonomously during evening hours while staying connected with the international team
We’re Looking For Someone Who
Must Have: * Excellent written and verbal English (B2 minimum, C1+ preferred)—you’ll write clear emails and explain technical concepts to B2B clients * Availability for 15:00-23:00 EET shift (training period: 9:30-17:30 until Jan 2026) * Remote work experience with a self-sufficient setup * Professional communication skills—you adapt your tone appropriately
Strong Preference: * Previous customer support experience, ideally in SaaS/tech * Problem-solving mindset—you don’t just say “I don’t know,” you dig in and find answers * Emotional intelligence—you can handle frustrated customers with empathy and patience * Self-motivation—evening shifts mean less supervision; you stay productive independently * Comfortable with ambiguity—startup = changing priorities and evolving processes * Experience documenting processes—you’ve written support docs or help articles
Nice to Have: * Familiarity with procurement or supply chain concepts * Experience with ticketing systems * Technical aptitude—comfortable learning new software quickly * Customer success mindset—you think beyond just answering the question * Worked in a multinational environment
What We Offer * Employment via Diia City gig-contract * Fully remote work * Collaborative, open-minded international team * Real influence—your feedback directly shapes our product and processes * Growth opportunities as we scale
Interview Process * Interview with the Delivery Team * Interview with CEO
