Customer Support Manager

This is a fully remote position, open to applicants in Ukraine.

📋 Description

• Engage with inquiries from Mate Academy users and international subscription products through chat and email, without phone calls.

• Address organizational issues, subscription matters, refunds, and product functionalities.

• Navigate atypical and technical queries and involve product/dev teams as necessary.

• Identify recurring problems, analyze them, and propose solutions.

• Convey user feedback to relevant teams and influence product development and support processes.

• Work with the knowledge base and response templates, assisting in their enhancement.

• Participate in automating support processes and implementing AI.

• Bring your experience and fresh perspective to the support team’s operations.

⛳️ Requirements

• Minimum of 6 months experience in Customer Support.

• English proficiency at B2 level or higher.

• Confident written communication with English-speaking clients.

• Experience with CRM systems.

• Empathy and the ability to balance user needs with product demands.

• Capability to prioritize tasks and manage multiple inquiries simultaneously.

• Strong analytical thinking.

• Proactivity.

• Attention to detail and a friendly tone in written communication.

• Willingness to quickly understand new products and handle extensive information.

• Experience in B2C SaaS or subscription products is a plus.

• Familiarity with chat and ticketing systems is an advantage.

• Basic technical background or interest in tech products is a bonus.

• Experience or active interest in AI tools and automation is beneficial.

🏝️ Benefits

• A transparent, no-nonsense culture with 0% bureaucracy.

• A team that shares knowledge and embraces mistakes.

• The opportunity to impact products and support processes.

• Work with EdTech and AI-powered products for diverse markets.

• An environment free from trackers and micromanagement.

• Competitive compensation and regular reviews, in collaboration with Дія.Сіті.

• Paid vacation of 22 working days + sick leave without the need for certificates.

• English courses and a budget for training.

• Days off for self-education.

• Individual leave during crisis situations.

• Financial assistance in case of illness or damage to housing due to war.

• A pet-friendly office in the center of Kyiv with a shelter for offline work.

• Company-sponsored lunches in the office.

• Apple equipment provided.