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Support Manager
Support Manager (Remote) – Technical & Customer Support
Location: United Kingdom Partner: Jobgether (manages applications)
The Support Manager role bridges technical, customer-facing, and product-focused responsibilities, delivering outstanding support for a global tech audience. This highly collaborative role combines deep troubleshooting, clear escalation management, and product improvement based on user feedback.
### Key Responsibilities
- Primary User Interface: Act as the main point of contact for technical, logistical, and product-related queries across email and expanding chat channels.
- Root Cause Analysis: Investigate user issues meticulously, identifying patterns, system gaps, and recurring bugs.
- Escalation Coordination: Work closely with development, logistics, and operations to escalate complex cases and implement fixes.
- Logistics & Returns: Manage product returns, replacements, and shipping with a seamless, customer-centric approach.
- Feedback Loop: Gather, structure, and action feedback to enhance documentation, products, and support workflows.
- Experience Guardrail: Ensure every interaction reflects brand standards (clarity, empathy, efficiency).
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### Core Requirements
- Experience: 1.5+ years in tech customer support (understanding of product ecosystems preferred).
- Tools: Proficiency with Zendesk/ticketing systems; experience with Jira is advantageous.
- Technical Acumen: Strong problem-solving skills and ability to collate technical details for escalation.
- Communication: Impeccable written communications (balance of technical precision and user-friendliness).
- Data-Driven: Capable of analysis—finding patterns in user issues to inform decisions.
- ** Independence:** Work autonomously, prioritise tasks, and avoid bureaucracy.
- Resilience: Calm under pressure, handle complaints constructively, mitigate stress.
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Language:
- Russian (native proficiency)
- English (B2 or higher)
### Benefits
- Flexible Work: Fully remote, hybrid, or office-based option based on preference.
- Equipment: Full remote setup (laptop, mobile, etc.) provided.
- Wellness Support:
- Medical insurance
- Sports programs
- Language courses (russophone community support)
- Hours: Five-day workweek with adaptable start times.
- Impact: Shape products for a global user base with cross-functional collaboration.
- Innovation: Work with cutting-edge hardware and software daily.
Application Process: Managed by our AI-matching system Jobgether for objective, streamlined reviews. Final interviews and next steps handled by the hiring company.
Note: Jobgether processes data securely in compliance with GDPR standards. Rights of access/objection are respected.
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