Customer Support Manager
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Job Description
Customer Support Manager providing T1, T2 support via email and help desk software Help Scout and Intercom. Ensures high-quality customer experience with responsive issue resolution.
Responsibilities:
- Provide T1, T2 support via email and help desk software Help Scout and Intercom
- Make sure that every request is triaged, tracked, and resolved, and that customers are kept updated throughout the process promptly
- Apply first-level troubleshooting and document, escalate issues for further resolution if necessary
- Interact with technical and QA teams
- Ensure consistent, high-quality customer experience across all touchpoints
Requirements:
- Minimum 0,5 years of previous experience in Customer support
- Upper-intermediate/Advanced English writing skills
- Great computer literacy (MS Ofice: Word, Excel; Google Sheets)
- Familiarity with Help Scout, JIRA, Confluence, GitHub
- Customer oriented and responsible attitude
- Excellent customer service and organisational skills
- Advanced problem-solving and multi-tasking skills
- Ability to prioritize, and manage time effectively
- Attention to details
- Analytical skills
- Teamwork skills
- Desire to learn and develop in a fast-paced work environment
Benefits:
- People-oriented management without bureaucracy
- Friendly and engaging professional team
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