Віддалена робота
Support Manager
Віддалена робота
Повна зайнятість
Позмінна робота
Компенсація навчання
Компенсація спортзалу
Курси іноземної мови
Медичне страхування
Корпоративні заходи
Applyft — We are a Ukrainian product company creating valuable Family Safety and Entertainment products for people worldwide.
We’re looking for a talented and experienced Support Manager to join our team. Our support manager is the link between users and the team, the communicator, and the product representative.
This is a person who helps users to solve their problems, and the team to understand their users, hence making the product better.
If you like being helpful, multi-tasking, and fast, and most importantly you want to directly influence the quality of the product, then join our dream team!
Requirements:
- Excellent English — at least strong Upper-Intermediate (B2) and above
- At least 1 year of Experience in customer support
- Technical support experience would be a big advantage
- Psychologically resilient and customer minded
- Good communication skills
- Responsible and attentive to details
- Quick to learn and ability to multitask
- Motivation and passionate for getting work done properly
Will be plus
- Work in automated support processes
- Experience in using AI for resolve work issues
Key Responsibilities
- Effectively address customer inquiries via live chats, emails, and tickets in Zendesk
- Report and escalate requests to QA and Development teams to improve the overall quality of our products
- Maintain knowledge base articles and ensure the information on the website is up to date when new features and functionality are released
- Monitor and respond to users’ feedback on different platforms such as Trustpilot, Appstore, Google Play, Chrome store, Instagram, Twitter, Facebook, etc
- Communicate with remote translators/copywriters for company products localization
- Participate in refunds, chargeback, and cancelation requests procession
- Keep our support documentation up to date to ensure the fast team scaling if needed
- Contribute to team efforts to maintain the quality of our products by checking their performance in different use cases
What We Offer:
- Work on a popular product in Tier 1 countries, ranking in the top 3 in its niche.
- Continuous improvement of custdev and deep engagement with the automatization process.
- Impact on key business metrics.
- Space to implement your ideas and influence the product.
Ольга
