{"id":2647494,"url":"https://alion.io/job/instories-customer-care-specialist","title":"Customer Care Specialist","company":{"id":45640,"name":"Instories","domain":"instories.com","url":"https://alion.io/company/instories","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HeadHunter","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"inferred_company_offices","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":["Tbilisi, Georgia"],"countries":["GE"],"hiring_countries":["RU","BY","KZ","KG","AM"],"hiring_countries_total":5,"salary":null,"salary_estimate":{"min_usd":23000,"max_usd":48000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1966},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Confluence","optional":false},{"name":"Intercom","optional":false},{"name":"Jira","optional":false},{"name":"LLM","optional":false},{"name":"Telegram","optional":false}],"status":"live","first_seen_at":"2026-10-15T20:29:03Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-20T20:09:35Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"Мы ищем специалиста Customer Care в команду, которая работает с пользователями и влияет на развитие продуктов Instories и Vids через улучшение пользовательского опыта и процессов.\n Тебе предстоит:\n◎ Оперативно отвечать на запросы клиентов через различные каналы связи: электронная почта, чат в Telegram, сторы и Intercom;\n◎ Помогать пользователям с механиками продукта, техническими проблемами, оплатой или возвратами;\n◎ Эскалировать сложные и нестандартные кейсы;\n◎ Вести документацию по процессам, обновлять базу знаний и предлагать улучшения для FAQ или инструкций;\n◎ Работать с AI и автоматизацией;\n◎ Анализировать обращения, выявлять повторяющиеся проблемы и передавать обратную связь продуктовой команде для улучшений;\n◎ Поддерживать высокий уровень удовлетворенности клиентов (CSAT), соблюдая стандарты компании по качеству обслуживания;\n◎ Работать с CRM-системами и инструментами аналитики для отслеживания запросов и оценки эффективности работы.\n Что для нас важно:\n◎ Опыт работы в клиентской поддержке от 2 лет (предпочтительно в IT, SaaS, e-commerce или смежных сферах);\n◎ Уверенное владение ПК, знание офисных программ и опыт работы с тикет-системами или CRM (Intercom, Jira, Asana, Confluence);\n◎ Английский от B1;\n◎ Опыт работы с LLM;\n◎ Грамотная устная и письменная речь;\n◎ Инициативность в поиске решений и ownership.\n Как мы нанимаем?\nМы готовы оперативно выходить с оффером, если понимаем, что подходим друг другу. Наши этапы:\n 1. Интервью-знакомство с HR;\n2. Hard skills интервью;\n3. 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