Customer Support Specialist, AppLab

• 📍 EU, Ukraine: remotely or from Kyiv office
• 🕒 Full time; day shifts

• About
• Spalah

• Ukrainian venture builder that connects ambitious tech businesses with the international stage, fostering an ecosystem for rapid growth. We unite visionary founders and diverse talent to create companies that drive global progress.
• Shortly: we launch startups in the AdTech and B2C subscription app sectors and scale them globally.

• 💫 Our AdTech direction is definitely one of the largest in Eastern Europe and has already
• grown into an established holding.
• 💫 Our Mobile direction was launched less than a year ago and is already demonstrating consistent growth.

• Our portfolio includes over 15 projects across AdTech and Mobile apps.
• But while we’ve grown into a sizable company, we still preserve the energy and speed of a fast-paced, entrepreneurial environment.

• 👉
• Here are a couple of our publications
• to help you better understand our approach and perspective.

• We are on social media:
• LinkedIn
• Instagram

• We are now expanding our Mobile business direction — Applab.
• The team is busy with testing ideas, building next-gen health, wellness & productivity apps for users worldwide to live better.

🏆 Take a look at some of the team`s recent wins:

launched a web funnel and a mobile product from scratch in 2 weeks;

reduced CAC by 50% by optimizing acquisition (Meta), creatives, and web funnels;

scaled the product 3x within Q5;

scale the new product in the budget management niche x3.

And we have some serious milestones ahead.

• 👩‍💼 Meet your potential lead —
• Liza, CEO at AppLab Liza has 6+ years of experience in marketing/growth management. In less than a year with the team, she grew into a Head role and tested dozens of mobile product hypotheses, picking the most promising ones based on metrics. She has worked at leading mobile publishers previously, had a successful entrepreneurial background, and now drives the team’s performance at AppLab.

• 🎯 We are inviting you to join the team as a first Customer Support Specialist. This role includes only day shifts.
• Our product is a fully-featured B2C Budget Management application with a subscription model. As the product scales rapidly, we are building our customer support function completely from scratch. This is a unique opportunity to take full ownership of the user support ecosystem: set up processes and communication channels from day one and step into a Support Lead role to manage your own team as we grow.

What you will be doing:

providing written user support via email and chat channels using Intercom;

handling customer inquiries regarding subscription cancellations, refunds, payment issues, and technical troubleshooting;

managing payment processing workflows: looking up users and transactions, verifying eligibility, and processing refund requests;

monitoring technical issues and bugs, escalating them effectively through internal communication channels;

monitoring and responding to user reviews across App Store, Google Play, and trust platforms;

building and maintaining support reporting processes to track key team metrics;

helping shape customer support processes from scratch, including building Knowledge Base templates and refining response workflows alongside the team.

Your background:

1.5 + years of Customer Support experience;

1.5 years experience working with mobile apps;

background in billing & payment operations (refunds, subscriptions, cancellations);

hands-on experience with Intercom or Zendesk;

ability to stay focused and efficient managing high-volume incoming requests;

adaptability, quick learning, and a strong problem-solving mindset;

B2+ English;

communication skills, accountability, and independence in work process;

desire and ambition to evolve into a Support Lead and own the direction.

What we offer you:

flexibility and freedom: choose fully remote, hybrid, or office-based work yourself;

strong team: work alongside some of the industry’s top talent;

unlimited growth: grow in multiple directions, get freedom to launch your own product;

career development: take courses, attend top-notch conferences, explore digital library for nonstop growth;

health support: get medical insurance, paid vacation and sick leaves, and access to a corporate psychologist;

fun and culture: enjoy off site parties, team-buildings, sport events, and corporate gifts.

• Thanks for your time!
• Let`s bring things to the next level?