Global Customer Support Specialist（Russian）

Thoth AI; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Benefits offered by this job

Office in Eco City Kuala Lumpur

Onboarding program

Job summary

Thoth AI in Kuala Lumpur is seeking a Global Customer Support Specialist (Russian Speaker) to shape user experience for a world-leading AI platform. This full-time role focuses on live chat and ticketing channels, with a requirement to work in shifts covering local peak times for Russian-speaking users.

You will deliver prompt, empathetic solutions, maintain high CSAT, and adhere to data compliance and escalation procedures.

Qualifications

• Experience in customer support with strong empathy and problem-solving skills.
• Experience handling payment issues or billing inquiries is a plus.
• Willingness to work in shifts to cover local peak times for Russian-speaking users.

Responsibilities

• Handle app live chat and ticketing; no inbound phone calls.
• Deliver prompt, accurate, and empathetic solutions with good First Response Time.
• Escalate issues per established protocols for payment anomalies or data incidents.
• Adhere to international data compliance requirements.

Skills

Russian language

Customer support experience

Shift work flexibility

CRM software

Tools

CRM software

Ticketing systems

Job description

Job Title: Global Customer Support Specialist (World-Leading AI Platform) - Russian Speaker

Employment Type: Full-time

About the Role: Are you ready to shape the user experience for a world-class AI platform? Similar to industry leaders like Claude and ChatGPT, one of Thoth’s customers is rapidly expanding its global footprint to serve overseas users. We are building our founding global support team in Malaysia and are actively hiring specialists.

Responsibilities:

• Support Channels: Channels support handling App live chat, ticketing, not including inbound phone calls.
• Experience Required: Proven experience in customer support is prefered. Candidates with prior experience handling customer payment issues, billing inquiries, or payment-related support will be given strong preference.
• Working Hours: You will need to cover the "local golden hours" (afternoon and evening peak times) of the users in your specific language region. Candidates must be willing to accept shift work, which will involve specific time windows (including late-night or early-morning shifts in Malaysia Time).
• Language Skills: Native or near-native written proficiency in your target language, plus fluent English for internal communication and training.
• Deliver prompt, accurate, and empathetic solutions, maintaining strict First Response Time (FRT) and high Customer Satisfaction (CSAT) scores.
• Follow established escalation protocols for severe issues (e.g., payment anomalies or data incidents).
• Strictly adhere to international data compliance requirements.

What We Offer:

• The opportunity to work on a cutting-edge, globally recognized AI product.
• A dynamic, highly controlled, and professional office environment based in Eco City, Kuala Lumpur, Malaysia.
• Comprehensive onboarding, clear standard operating procedures, and on-shift Team Lead support.
• A highly competitive compensation package commensurate with your proven experience.