Customer Support Specialist

Customer Support Specialist Location: Remote (Ukraine) Company: MCR Media Group About Company: MCR is an international performance-driven company specializing in online IQ tests , brain training platforms , and detailed result reporting . We serve customers primarily in North America , Asia , and Japan , generating millions of monthly user visits through performance marketing across all major channels. Headquartered in Cyprus , MCR operates globally with a focus on innovation and continuous growth. We are seeking an experienced Customer Support Specialist to join our remote team. This is a full-time position . Your Responsibilities: Provide top-tier customer support via emails , ensuring prompt, helpful, and professional responses. Handle escalations and complex cases while maintaining a high level of customer satisfaction. Collaborate with cross-functional teams (product, marketing, and tech) to resolve issues and improve the customer experience. Track and analyze customer feedback to identify trends and propose actionable improvements. Assist with developing and improving support processes and policies. Support the onboarding and training of new team members as needed. Prepare regular reports on support performance and customer satisfaction. Work structured shifts: Days off: Monday —Tuesday Daily shifts (07:00 — 15:00 or 15:00 — 23:00) What We’re Looking For: Experienced candidates only : Minimum 2 years of experience in a customer support role. Strong written communication skills in English (B2 level or higher). Ability to handle multiple tasks simultaneously and work effectively in a remote environment . Experience using customer support tools (e.g., Zendesk , Freshdesk , or similar platforms). A proactive, problem-solving mindset with a focus on delivering an excellent customer experience. Why Join Us? Career development: An opportunity to grow in the new team. Global impact: Join a company with a large international customer base and contribute to improving user experience. Flexibility: Fully remote, full-time role. Collaborative environment: Work with a dynamic, innovative team across multiple departments. Competitive Salary and Quarter Performance Bonus (after probation period)