Customer Support manager

Schedule:

5/2 (Sunday–Thursday);

17:00–01:00 (CET)

Key Responsibilities:

• Manage and resolve customer inquiries (tickets) via the Helpdesk system.
• Provide support for issues related to our product (mobile application).
• Handle payment-related queries and disputes through Stripe and other possible payment systems.
• Maintain internal knowledge base (FAQ articles).
• Respond to reviews on platforms like Google Play and App Store professionally and effectively.
• Use your conflict resolution skills to manage challenging situations and maintain customer trust.
• Work collaboratively with internal teams to address recurring issues and improve processes.

Requirements:

• Experience of working with Helpdesk systems for 2+ year (Freshdesk experience is a plus).
• Familiarity with mobile application support.
• Proficiency in English (B2+).
• Strong empathy and emotional intelligence.
• A high sense of responsibility and the ability to remain calm under pressure.
• Exceptional conflict resolution and problem-solving skills.

Nice to have:

• Experience working with payment systems and resolving disputes.
• Previous experience responding to user reviews on Google Play/App Store.
• Being a fast learner, quickly adapting to internal process changes.

What we offer:

• Fully remote work.
• Opportunity to work on a cutting-edge social platform and make a meaningful impact.
• Collaborative and dynamic work environment.
• 28 paid vacation days per year, plus paid sick leave.