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Customer Support Manager

Applyft
2 години тому
08 листопада 2024
Львів
Віддалена робота
Повна зайнятість

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

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