Customer Support Manager in AppLyft

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