VIP Support Specialist

Join Our Team: VIP Customer Support Specialist at OBRIO (Nebula App)

Who We Are & What We Build

OBRIO, a dynamic IT company rooted in the thriving Genesis business ecosystem, is home to over 250 ambitious professionals across offices in Kyiv and Warsaw. We’re passionate about building market-leading products that make a real difference in people’s lives.

Our flagship product is Nebula, the world’s leading app in the spiritual and wellness niche. With over 60 million users globally and multiple #1 lifestyle app rankings in major markets like the USA, Canada, and Australia (Apple App Store & Google Play), Nebula is a massive success available on iOS, Android, and Web. Our mission is simple yet profound: to make people happier by improving the quality of their relationships.

Nebula Highlights:

• #1 in its niche for downloads and revenue.
• Serving users in 50+ countries.
• Exceptional 4.8 App Store rating from 215k+ reviews.

Our team’s expertise and OBRIO’s achievements have garnered significant media attention and been featured in top-tier global and Ukrainian media outlets and organizations, including Forbes Ukraine, TechCrunch, The Next Web, Fast Company, and many more.

The Opportunity: Elevate the Premium Customer Experience

We are expanding our dedicated support team and seeking a highly empathetic, proactive, and skilled VIP Customer Support Specialist. In this crucial role, you will be the primary point of contact for our most valued premium users of the Nebula app, ensuring their experience is nothing short of exceptional.

You will be instrumental in cultivating deep trust, fostering unwavering loyalty, and ensuring premium customer satisfaction by delivering exclusive, recognized support. Your interactions will go beyond problem-solving; you’ll build meaningful emotional connections with our premium community, significantly enhancing their overall experience, boosting customer lifetime value (CLTV), and driving higher retention rates.

What You’ll Do & Your Impact

As a VIP Customer Support Specialist focused on our premium community, your day-to-day will involve:

• Delivering exclusive, high-touch customer support that builds profound trust and loyalty among premium users.
• Acting as a brand ambassador, strengthening the emotional connection with premium clients through stimulating, proactive, and personalized interactions.
• Providing both swift reactive issue resolution and proactive guidance to ensure a seamless and delightful premium experience.
• Directly contributing to increased customer lifetime value and higher retention rates within the premium segment.
• Gathering invaluable feedback from premium users to actively participate in the continuous improvement of the Nebula product and service delivery processes.

What You Bring to the Team

To thrive in this role, you should possess:

• A minimum of 2+ years of experience in Customer Support, Account Management, VIP support, or similar client-facing roles, ideally within a digital product environment.
• Excellent proficiency in English (B2+ level), both written and spoken, with the ability to communicate complex information clearly, professionally, and empathetically.
• Hands-on experience with CRM platforms, specifically Zendesk.
• Solid skills in analyzing customer data to understand needs, identify trends, and provide personalized support.
• Deep-seated empathy and a genuine desire to understand and address customer needs and concerns with care.
• Exceptional written and verbal communication skills.
• Strong critical thinking abilities to diagnose and resolve complex, sometimes ambiguous, customer issues effectively.
• Excellent time-management and organizational skills, allowing you to prioritize and manage multiple high-priority interactions seamlessly.

Why Join OBRIO? Our Culture & Benefits

Joining OBRIO means becoming part of a company built on ambition, innovation, and genuine connection. We believe in creating an environment where you can truly excel, grow, and feel supported:

• Unleash Your Ambitions: Founded by driven individuals, OBRIO provides the platform and support for you to achieve your highest career aspirations and make a significant impact.
• Innovate & Create: Your unique ideas are valued here. We foster a culture of innovation and empower you to explore new solutions that shape the future of our products.
• A Strong Family: Beyond the professional environment, we are a supportive community. You’ll find colleagues who share your interests, contribute to your personal and professional growth, and genuinely enjoy connecting both inside and outside of work.
• Learn from Experts: Work alongside influential industry experts who are passionate about sharing their knowledge and mentoring team members, helping you rapidly reach your full potential and advance your career.

Our Hiring Process

Here’s a brief overview of what to expect on your journey to potentially joining OBRIO:

Initial Screening ➡️ Skill Assessment ➡️ Team Interview ➡️ Final Check ➡️ Job Offer

Ready to Make an Impact?

If you are a passionate, empathetic, and highly skilled support professional looking to make a significant impact on a global scale within a successful and growing product, we’d love to hear from you!

Join us in our mission to make people happier. Let’s team up and help millions around the world connect and thrive.

Learn more about life at OBRIO and Nebula:

Instagram | LinkedIn | TikTok

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