Customer Support Associate | Middle

What we're building Customer Support Associate | Middle is not about sending canned replies. It is about being the person who helps users orient themselves, solve problems, and feel that the product is in capable hands. This role suits someone who can keep pace, stay empathetic under load, and communicate clearly enough to reduce friction for both users and the rest of the team. What we're looking for Core Requirements - Fluent Russian and English (B2+) - Confident computer literacy and comfort with digital tools - Experience with Intercom or similar helpdesk tools is a plus Additional Skills - A calm attitude toward new technologies and the ability to learn quickly - A basic understanding of how customer support works - Previous user support experience is a plus What you'll be doing Communication - Respond to users and help them resolve issues quickly - Guide users through setup and day-to-day product use - Work in Intercom and keep conversations, tags, statuses, and routing clean Processes - Handle incoming requests with empathy and steady speed - Escalate more complex cases to second-line support - Document recurring questions and improve standard responses   What we offer 🌍 Work from anywhere — fully remote (except Russia, Belarus, China, Syria, Iran, Yemen, North Korea, and some other regions). 🗓️ Schedule 2 days on / 2 days off ⏱️ Overtime is paid separately 💻 Full home-office setup — all the equipment you need, on us. 🌴 40 flexible paid days off + paid sick leave. ❤️ Benefits — VHI, wellness, language courses, mental health support and a referral program. 📈 Room to grow — annual development budget + in-person team meet-ups. Stages 📝 Take-Home 👋 Welcome Call 🛠️ Technical Call 🤝 Pre-Offer Call