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 the Freelance Support team — the people who help contractors around the world smoothly navigate onboarding, verification, payments, and day-to-day platform processes. The team works across support, operations, and product: solving user issues, improving workflows, spotting patterns, and helping make the freelancer experience clearer and more scalable. We work fast, stay hands-on, and care a lot about clarity, ownership, and genuinely helpful support. Join us as a Support Specialist and help shape the experience for our global freelance community!

Your Role in Action

• Handle incoming user requests via online chat, including communication in foreign languages;
• Analyze and structure information received from users;
• Escalate complex issues to senior team members or technical specialists when needed;
• Support users in both Russian and English;
• Work with the knowledge base: write, edit, and maintain help center articles and internal guides;
• Contribute to product development by testing new features, collecting user feedback, and submitting product requests.

What Makes You a Great Fit

• Experience in customer support / customer service, preferably within online services, FinTech, or HRTech products;
• Strong written and verbal communication skills in Russian;
• English level — B2 or higher;
• Customer-oriented mindset and strong communication skills;
• Interest in working with knowledge bases, processes, and product improvements.

Nice to Have

• Experience creating or updating knowledge base articles and user guides in Russian and/or English;
• Understanding of product testing and user experience principles;
• Product mindset and желание участвовать в улучшении сервиса → лучше: interest in improving the product and user experience;
• Experience writing service or customer communication emails/messages in Russian and/or English;
• Experience studying or working in an international environment and understanding of cross-cultural communication;
• Experience with Intercom, Jira, and Slack;
• Spanish and/or Portuguese language skills.

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:

• Work schedule options:
  — Monday to Friday, 9:00–18:00 (GMT+3)
  — or rotating schedule 2/2/3, 9:00–21:00 (GMT+3) (day shifts only);
• 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;
• Telemedicine support and online doctor consultations;
• 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.

A Small Request Before Applying
We care deeply about building a strong support team, because we see support as an important part of both the product and the overall user experience. That’s why we’d love to get to know you a bit better through a short cover letter where you:

— share which work schedule format suits you best;
— briefly tell us about your experience working with users;
— give an example of a time when you helped improve a process, knowledge base, or product.

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.