Customer Support Manager
Applyft — is a Ukrainian product company creating valuable Family Safety and Entertainment products for people worldwide. We're looking for a talented and experienced Customer Support Manager to join our team. Our support manager is the link between users and the team, the communicator, and the product representative.
Requirements:
1+ years of experience as Customer Support Manager in B2C (preferable) or B2B areas
English - at least strong Upper Intermediate
Experience in Zendesk or any other familiar systems
Experience with payments systems and refunds will be a plus
Good communication and negotiation skills
Responsible and attentive to details
Experience in using AI for resolve work issues
Possibility to work in floating working hours
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
We offer:
Competitive salary
Remote work
Medical insurance
In-house English courses
Sport compensation
Work on a popular product in Tier 1 countries, ranking in the top 3 in its niche
Yuliia Rudenko
