Support Manager

Why Join Us?

• Proven Success: Work under investors who have spearheaded successful exits, including the sale of Looksery and AI Factory to Snap for $150M and $166M, respectively.
• Rapid Growth: Be part of a thriving company generating $3M ARR and serving 150,000 satisfied customers across the US and Europe.
• Innovative Projects: Contribute to cutting-edge AI-driven initiatives in a dynamic and fast-paced startup environment.
• Top Talent: Collaborate with experts from leading companies like Lensa, Picsart, Viber, AIRI, and Yandex.

Key Responsibilities

• Oversee the day-to-day operations of the customer support team, ensuring timely and high-quality responses to user inquiries.
• Develop and optimize support processes and tools to enhance efficiency and user satisfaction.
• Track, analyze, and report key support metrics to improve service performance and identify areas for improvement.
• Serve as the escalation point for complex or critical customer issues, ensuring resolution and customer satisfaction.
• Collaborate with the Product, Development, and Marketing teams to address user feedback and improve product offerings.
• Recruit, train, and mentor support team members, fostering a positive and productive work environment.
• Stay updated on industry trends and best practices to implement innovative support solutions.

What We Expect from You

Experience:

• 3+ years of experience in customer support, with at least 1 year in a managerial role.
• Proven track record of managing a support team in a SaaS or tech environment is preferred.

Skills:

• Excellent communication and problem-solving skills.
• Familiarity with support tools like Zendesk, Intercom, or similar platforms.
• Strong organizational skills and attention to detail.
• Ability to analyze data and make data-driven decisions. 

Additional Requirements:

• Empathy and a customer-first mindset.
• Flexibility to adapt to a fast-paced startup environment.
• Experience managing remote teams is a plus.

Телеграм для связи: @hhmmm_yan