Support Manager in AppLyft

7 серпня 2024

Support Manager

Лісабон (Португалія), віддалено

Applyft — We are a Ukrainian product company creating valuable Family Safety and Entertainment products for people worldwide.

We’re looking for a talented and experienced Support Manager to join our team. Our support manager is the link between users and the team, the communicator, and the product representative.

This is a person who helps users to solve their problems, and the team to understand their users, hence making the product better.

If you like being helpful, multi-tasking, and fast, and most importantly you want to directly influence the quality of the product, then join our dream team!

Requirements:

• Excellent English — at least strong Upper-Intermediate (B2) and above
• At least 1 year of Experience in customer support
• Technical support experience would be a big advantage
• Psychologically resilient and customer minded
• Good communication skills
• Responsible and attentive to details
• Quick to learn and ability to multitask
• Motivation and passionate for getting work done properly

Will be plus

• Work in automated support processes
• Experience in using AI for resolve work issues

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

What We Offer:

• Work on a popular product in Tier 1 countries, ranking in the top 3 in its niche.
• Continuous improvement of custdev and deep engagement with the automatization process.
• Impact on key business metrics.
• Space to implement your ideas and influence the product.