Associate Customer Support Manager
⚲ Kyiv, Warsaw
Do uzgodnienia
Wymagania
- Zendesk
- JIRA
- Confluence
- HubSpot
Opis stanowiska
Readdle
Readdle is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.
Fluix is Readdle's first B2B product, helping companies automate field operations and boost productivity across construction, energy, aviation, and other industries. Our solution is trusted by the world’s leading companies.
We are looking for a mature, customer-oriented person ready to take on a challenge and grow within our Customer Support team. As a Customer Support Manager, you will be the primary point of contact for our customers, providing real-time support and exceptional service — the Fluix voice for the global companies that trust their business to our team.
You will also develop and nurture strong working relationships with customers, helping them get the most out of Fluix by educating them, responding to their needs, and proactively reaching out to spot high-potential accounts and encourage upsells. As the main liaison between customers and the product engineering team, you'll directly contribute to the product action plans.
What will you do:
- Check incoming emails and respond to support requests, prioritizing by urgency and impact.
- Create tickets for the engineering team to investigate technical issues.
- Gather customer feedback and share it with the relevant teams to improve the product and user experience.
- Keep customers informed on the status of their open cases and feature requests.
- Join customer calls when needed to dig into issues and align on next steps.
- Handle 2–3 live chats a day, giving customers quick answers in real time.
- Maintain and expand the Fluix Knowledge Base as the product evolves.
- Cover occasional evening shifts (19:00–23:00 Ukraine time), shared across the team — typically about three in one week per month and one in each remaining week, on top of standard 11:00–19:00 hours.
Readdle is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.
Fluix is Readdle's first B2B product, helping companies automate field operations and boost productivity across construction, energy, aviation, and other industries. Our solution is trusted by the world’s leading companies.
We are looking for a mature, customer-oriented person ready to take on a challenge and grow within our Customer Support team. As a Customer Support Manager, you will be the primary point of contact for our customers, providing real-time support and exceptional service — the Fluix voice for the global companies that trust their business to our team.
You will also develop and nurture strong working relationships with customers, helping them get the most out of Fluix by educating them, responding to their needs, and proactively reaching out to spot high-potential accounts and encourage upsells. As the main liaison between customers and the product engineering team, you'll directly contribute to the product action plans.
What will you do:
- Check incoming emails and respond to support requests, prioritizing by urgency and impact.
- Create tickets for the engineering team to investigate technical issues.
- Gather customer feedback and share it with the relevant teams to improve the product and user experience.
- Keep customers informed on the status of their open cases and feature requests.
- Join customer calls when needed to dig into issues and align on next steps.
- Handle 2–3 live chats a day, giving customers quick answers in real time.
- Maintain and expand the Fluix Knowledge Base as the product evolves.
- Cover occasional evening shifts (19:00–23:00 Ukraine time), shared across the team — typically about three in one week per month and one in each remaining week, on top of standard 11:00–19:00 hours.
🔍 Dekoder Ogłoszenia
🔴
grow within our Customer Support team
Może oznaczać rozwój w ramach istniejącego zespołu, ale niekoniecznie awans na wyższe stanowisko menedżerskie.
🔴
primary point of contact for our customers
Oznacza, że będziesz główną osobą do kontaktu, co może wiązać się z dużą liczbą zgłoszeń i odpowiedzialnością.
🔴
educating them, responding to their needs, and proactively reaching out to spot high-potential accounts and encourage upsells
Poza wsparciem technicznym, oczekuje się od Ciebie aktywnego promowania produktu i generowania dodatkowej sprzedaży.
🟡
directly contribute to the product action plans
Twoje uwagi będą brane pod uwagę przy rozwoju produktu, ale ostateczne decyzje i priorytety należą do innych działów.
🟡
prioritizing by urgency and impact
Będziesz musiał samodzielnie oceniać ważność zgłoszeń i decydować, które wymagają natychmiastowej uwagi.