English-speaking Customer Support Representative

About the role

Helfy is seeking an English‑speaking Customer Support Representative to join its growing team in Tbilisi. The position combines front‑line customer interaction with back‑office operational tasks to ensure a smooth and efficient experience for users.

Key responsibilities

• Communicate with customers via email, phone, WhatsApp and live chat, providing clear and timely responses.
• Assist customers with orders, refunds, exchanges and general account queries.
• Develop deep knowledge of Helfy’s products and website functionalities to locate information quickly.
• Process orders and requests through the administrative panel, handling re‑shipments, refunds and order corrections.
• Perform back‑office tasks such as order verification, data validation and internal follow‑ups.
• Troubleshoot payment delays, delivery issues or technical problems and resolve complaints professionally.
• Escalate complex cases to technical, product or operations teams as needed.
• Share customer insights, collect feedback and update internal documentation.

Required profile

• Fluent English (mandatory).
• Strong computer skills and ability to work with multiple tools and platforms.
• Excellent problem‑solving abilities with quick decision‑making.
• Customer‑oriented mindset with strong attention to detail.