Customer support representative

Sure Lock & Key (S.L.K. Global) is a fast-growing U.S.-based locksmith services company transforming the industry with a modern, customer-focused approach, supported by a strong back-office team in Lviv, Ukraine. We’re looking for a motivated and customer-focused Customer Support Representative to join our team!

What you’ll get:

• Competitive salary + performance-based bonus;

• 24 paid vacation days + 10 sick leave days + paid birthday day off;
• Flexible schedule (perfect for students) with three main shifts: afternoon (13:00—21:00), evening (15:00—23:00), and night (23:00—07:00).
• Company-provided equipment;
• Modern office (generator, shelter & parking available);
• Taxi reimbursement;
• Partner perks & discounts (IT Club Loyalty);
• Paid training & full onboarding;
• Daily English practice (US clients);
• Supportive team and leadership.

Responsibilities:

• Answer incoming calls from customers across the U.S. (no cold calling);
• Understand the customer’s issue and collect all the necessary information (location, contact details, requested service, etc.);
• Create service requests in our CRM system (Workiz) and coordinate them with our locksmith technicians;
• Keep customers informed and ensure a smooth communication process from the first call until the service is assigned;
• Deliver excellent customer service and help create a positive customer experience.

Career Growth Opportunities:

• Start in Customer Support and gain hands-on experience with our operations and CRM system.
• Have the opportunity to progress to a Shift Manager position, taking on more responsibilities, including coordinating technicians, scheduling and managing jobs, overseeing shift operations, supporting dispatchers, communicating with other departments, coordinating with Tech Support and Logistics, and tracking job payments and costs in Workiz.

Requirements:

• Upper-Intermediate+ English (written & spoken);
• Experience in customer-facing roles/sales is a plus;
• Ability to multitask and stay organized;
• Result-oriented mindset and focus on performance;
• Confident use of Google Sheets/Excel (CRM is a plus);
• Please note that this is an office-based position, and we’re specifically looking for someone who can work from the office (not remotely).

Ready to start your GLOBAL career? Send us your CV—we'd love to meet you!

Easy Application Form: https://tally.so/r/Xxkyee