Support Specialist (1st line)

We’re Mellow — a tech company recognized in Deloitte’s Fast 50 MENA. Our team of 150+ professionals across 21 countries combines the energy and flexibility of a startup with the experience and reliability of a seasoned company. Driven by our belief in Talent Beyond Limits, we build innovative products at the intersection of FinTech, LegalTech, and HR tech to help companies hire talent around the world. Our solutions are trusted by over 100,000 users globally. Join us to work your way and build what matters!

You’ll be joining our Freelance Support team — a distributed team that helps freelancers and clients smoothly work with the Mellow platform. The first support line currently includes 7 specialists who work remotely from different parts of the world. At Mellow, support is not just about answering questions — it’s about understanding user needs, improving processes, and helping shape a better product experience. As the team continues to grow, we’re looking for a Support Specialist who’s ready to support our users and contribute to a seamless service experience.

Your Role in Action

• Handling incoming written requests via online chat, including inquiries in foreign languages;
• Analyzing and structuring information received from users;
• Timely escalation of complex issues to senior managers or technical specialists;
• Providing user support in Russian and English.

What Makes You a Great Fit

• Experience in customer-facing roles or in support teams for online services or mobile applications, preferably in FinTech or HRTech;
• Excellent written and verbal communication skills in Russian; English — B2 level or higher;
• Confident PC user;
• Customer-oriented mindset and strong communication skills.

Nice to Have

• Experience writing or updating knowledge base articles and user guides in Russian and/or English;
• Experience preparing service communications or email updates in Russian and/or English;
• Experience working in an international or multilingual environment (work, studies, internships) and good understanding of cross-cultural communication;
• Experience with Intercom, Jira, Slack;
• Knowledge of Spanish and/or Portuguese.

Why You’ll Love Working at Mellow

We believe great work starts with great conditions and a team that truly cares. At Mellow, we build with care and empathy, which is why we offer:

• A personal budget to fuel your growth and learning;
• Support for language courses and tutors to help you level up;
• 9 paid sick days every year because your health matters;
• Access to professional psychological support whenever you need it;
• Financial help for life’s unexpected moments;
• A special birthday gift, because you deserve to be celebrated.

At Mellow, you’re not just joining a company, you’re joining a community that values you as a whole person. We remove the limits that get in the way of great work. Join us to grow, make an impact, and build what matters.