Customer Support Manager

Adapty is a revenue management platform for mobile apps that simplifies subscription implementation and paywall management. We help developers quickly monetize their apps, serving 7,000 apps and processing $1 billion in in-app subscriptions annually. Backed by top investors like 500 Startups and Surface Ventures.

What You Will Do:
 

• Provide first-level technical support to customers via chat, email, and ticketing systems, resolving issues related to our platform.
• Triage and escalate complex issues to the L2 technical support team, ensuring efficient resolution.
• Analyze customer queries and issues to identify patterns, providing input for documentation improvements or technical fixes.
• Assist with onboarding new customers, helping them navigate our platform and optimize their experience.
• Maintain detailed, up-to-date records of all interactions in support systems (e.g., HubSpot, Intercom).

What We Expect:

• General experience: 1+ years of experience in customer or technical support roles.
• Technical understanding: Familiarity with SaaS platforms and basic technical troubleshooting (experience with mobile app subscription tools is a plus).
• Soft skills: Strong problem-solving abilities, proactive communication, and a customer-first mindset.
• Language skills: English proficiency at B2 level or higher; additional languages are a bonus.
• Tools: Experience using customer support tools like Intercom, HubSpot, or Zendesk.

What We Offer:

• Flexible Remote Work: Work from anywhere with a schedule that fits your life. While our core team is operating in Europe, we are open to considering candidates from other parts of the world (we use deel.com as an international platform for global hiring).
• Perfect Product Fit: Our product aligns perfectly with the market, making it effortless to sell, easy to promote, and a joy for customers to use.
• Direct Communication: We keep things simple and transparent, ensuring you focus on what matters most - getting things done.
• Fast-Track Impact: Get quick and clear feedback on your work from the market. Join us as we break into the US market and expand into other exciting opportunities.
• Additional Benefits: We support your professional and personal growth with free English lessons, sports and laptop reimbursements.