Customer Support and Success Manager

We’re looking for an experienced Customer Support & Success Manager with strong communication skills to join our team for the evening shift (approx. 2:00 PM – 11:00 PM UTC). This is a fully remote position.
The ideal candidate has at least one year of experience in customer-facing roles, is confident in conducting support and success calls in English (a must), and is comfortable working independently during evening hours. If you’re proactive, detail-oriented, and passionate about helping users succeed — we’d love to hear from you.Requirements
 

• Proficiency in English (written and spoken) at a minimum B2 level.
• At least 1 year of experience in customer support or customer success roles.
• Strong skills in diagnosing and troubleshooting software, network, and system issues.
• Expertise in Google Drive, Docs, Sheets, and Forms.
• Exceptional attention to detail.

Would be a plus
 

• Familiarity with cloud storage platforms like Amazon S3 and Dropbox.
• Experience with tools such as HubSpot, Jira, Intercom, or similar CRM/email/chat support systems.
• Strong empathy and active listening skills when addressing customer concerns.
• Ability to thrive in a fast-paced environment and maintain composure under pressure.

Responsibilities
 

• Respond to customer inquiries through chat, email, and video calls.
• Reproduce and document user-reported issues in a test environment.
• Improve and expand the Help Center to promote customer self-service.
• Conduct product training sessions to showcase key features and help customers optimize the solution for their needs.
• Initiate outbound chats and emails to boost product activation and adoption, as well as drive upsell and cross-sell opportunities.
• Gather customer feedback and pass it to the product team to support continuous improvement.

Who we are
Pics.io is a digital asset management (DAM) platform that helps teams organize, manage, and collaborate on their media files stored in Google Drive, Amazon S3, or internal storage. We serve businesses of all sizes across industries, offering powerful tools for file organization, sharing, tagging, AI-assisted search, and workflow automation — all in one intuitive interface.If this sounds like a good fit and you’re excited to join our team — we’d love to hear from you!
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