Customer & Developers Experience Representative (вакансія неактивна)

Lemon.io is a marketplace connecting startups with vetted remote developers. We work closely with both sides — customers and developers — to ensure successful, long-term collaborations. Our goal is to provide a clear, structured, and reliable experience across the entire lifecycle — from project start to ongoing support — so that both developers and customers can focus on what matters most: building great products.

About the Role

We are looking for a Customer and Developer Experience Specialist (CDX) to serve as the single point of ownership for incoming requests ( from start to finish) across both customers and developers.

What You’ll Do

• Act as the primary owner for incoming requests, manage them through a ticketing system, and ensure timely, structured responses.
• Handle requests across both customer and developer sides, align expectations, and drive cases to resolution without unnecessary info ping-ponging.
• Work closely with Account Managers, Finance, Talent, and Product teams to resolve issues efficiently.
• Support onboarding flows when needed, ensuring smooth activation and clear expectations for both customers and developers.
• Handle subscription updates, hours logging, rate changes, opt-outs, profile updates, and other operational needs.
• Monitor report submissions, follow up on delays, and coordinate with Finance to ensure accuracy and timely payments.
• Identify recurring issues, gaps, and inefficiencies, and contribute to improving workflows and automation.

How We Work

• All requests are managed through a structured ticketing system (moving toward a single entry point)
• Each request has a clear owner responsible for resolution
• Communication is direct, clear, and context-driven
• We prioritize minimizing handoffs and maintaining full context within each case.

What We’re Looking For

Must-have:

• Strong written English and communication skills
• Ability to manage multiple requests and prioritize effectively
• High attention to detail and ownership mindset
• Ability to navigate ambiguity and structure unclear situations

Nice to have:

• Experience in support, operations, or customer success
• Experience working with marketplaces or tech products
• Familiarity with CRM or ticketing tools (e.g. HubSpot, Intercom)

What Success Looks Like

• Requests are resolved quickly, clearly, and end-to-end
• Customers and developers feel supported without being passed between teams
• Minimal escalations due to proactive ownership
• High ticket hygiene and clear documentation
• No requests fall through the cracks

Why Join Us

• A healthy culture: open, direct communication and a non-toxic environment.
• Impactful work: you’ll help shape and scale a new operational model across Customer & Developer Experience.
• The Package: competitive USD salary, 28 days of vacation, and 7 sick days.
• Flexibility: fully remote with flexible hours (and a Kyiv office for offline meetups).
• Perks that matter: annual reimbursements for health, self-development, travel, home office, and mental wellness.
• Logistics: we support with Ukrainian PE maintenance.

P.S. We like to keep things human — feel free to include your favorite meme in your application so we can get a glimpse of your personality :)