Customer Support Manager

About us

Farsight Vision converts flight footage into digital 2D and 3D twins for real-time intelligence in GNSS-denied environment, making analytics and situational awareness convenient and accessible while saving time and effort. We create multi-layered digital twins of terrain with dynamic tracking and object/landscape monitoring and predicting.

We are looking for a Customer Support Manager who treats customer success as a personal responsibility. This role is for someone who genuinely cares about users, takes ownership of problems end-to-end, and consistently gets things done. You will work closely with clients, product, and internal teams to ensure our platform delivers real value in critical use cases. This is not a ticket-processing role — it’s about understanding context, anticipating issues, and proactively helping customers succeed.

Responsibilities

• Act as the primary point of contact for customers, providing thoughtful, reliable support via text communication and video calls;
• Conduct product demos for prospective and existing customers, clearly explaining value, functionality, and real-world use cases;
• Take full ownership of client issues: investigate, coordinate internally, and drive problems to resolution;
• Collect, structure, and analyze customer feedback, turning insights into concrete product and process improvements;
• Build and maintain ongoing relationships with customers, ensuring engagement, trust, and long-term adoption of the product;
• Deeply understand the product and confidently advise users on its functionality, limitations, and best use cases;
• Proactively identify risks, recurring issues, or unmet needs and escalate them with clear recommendations;
• Contribute to team discussions and knowledge sharing to continuously improve support quality;
• Create, update, and maintain product training materials for both users and internal teams.

Requirements

• At least 1 year of experience in a customer support or customer success role for a web-based product;
• Solid understanding of how web applications work and comfort discussing technical topics with users;
• Strong problem-solving skills and the ability to navigate incomplete information.
• Proven ability to manage multiple priorities, stay focused under pressure, and follow tasks through to completion;
• High sense of responsibility and readiness to respond promptly to urgent or critical customer requests;
• Proactive mindset: you don’t wait to be told what to do and actively look for ways to improve outcomes;
• Ability to clearly explain complex information and guide users with patience and empathy;
• Confident in finding information independently and working with various tools and platforms;
• English proficiency at B1 level or higher;
• Willingness to continuously learn new technologies, features, and workflows;
• Ability to represent the product professionally, identify customer needs, and support adoption and upsell when appropriate.

Why us

• Impactful projects. Your work will strengthen the country’s defense capability and support the Ukrainian Armed Forces; your results will directly help our defenders;
• Professional team and startup dynamics. You will become part of a team of professionals who develop cutting‑edge technologies and value teamwork. Our culture encourages knowledge exchange, innovation and rapid growth.
• Flexible conditions. Remote work, flexible schedule, paid vacation and sick leave.