VIP Support Manager

This is a fully remote position, open to applicants anywhere in the world.

📋 Description

• Develop long-term relationships with a dedicated base of premium users.

• Provide end-to-end support for users: address daily inquiries, resolve complex cases, and handle situations when a user considers leaving the product.

• Independently manage communication via email, online chats, and phone calls.

• Ensure the quality of experience for the user base.

• Utilize AI and automation to reduce routine tasks.

• Serve as the voice of the user within the team, sharing product insights and influencing the enhancement of user experience.

⛳️ Requirements

• English proficiency at B2 level: written communication is the primary working tool, spoken communication is essential for calls.

• A minimum of 2 years of experience in customer-facing roles: support, account management, sales, or customer success.

• Experience with premium/VIP segments or valuable clients is highly regarded.

• Skills in personalized communication, maintaining a friendly tone, and clear calls to action.

• Ability to explain complex concepts in simple terms, avoiding unnecessary technical jargon.

• Capability to keep the conversation focused during calls and chats and effectively handle objections.

• Willingness to work evening shifts on a 5/2 schedule from 16:00 to 00:00.

• Experience with Western markets (USA, Canada, Europe) will be an advantage.

• Familiarity with Zendesk or similar tools will be a plus.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Opportunities for professional development and career advancement.

• Flexible working hours and a supportive team environment.

• Access to the latest tools and technologies to enhance your work experience.