Customer Support Manager (Mental Health Unit)

Hi there! 👋
We’re Applyft, a Ukrainian product company. Our journey began with the Geozilla family locator, launched in 2015. Today, we have a diverse portfolio of products in lifestyle, education, photo & video, and entertainment, with over 5M monthly active users and a solid 20% QoQ revenue growth.
We're now expanding into the Mental Health space with a new venture. Our mission is to help people find peace in chaos, build resilience, and live fulfilling, balanced lives. We’re looking for a Part-time Customer Support Manager to join our team. If you enjoy being the bridge between users and product teams — and want to make a real impact on people’s lives — we’d love to meet you.

What we’re looking for:
- 1+ year of experience as a Customer Support Manager / Agent in B2C (preferred) or B2B
- English level: Upper-Intermediate or higher
- Experience with payment systems, refunds, or chargebacks is a strong plus
- Strong communication and basic negotiation skills
- High level of responsibility and attention to detail
- Experience using AI tools to work faster and more effectively
- Availability for a rotating schedule (3–4 hours per day): Day 1 — morning, Day 2 — evening, Day 3 — day off (including weekends and public holidays)

What you’ll do:
- Respond to customer inquiries via email and social media
- Escalate and report issues to QA and Development teams to improve product quality
- Maintain and update knowledge base articles as new features are released
- Monitor and respond to user feedback on Trustpilot, App Store, Google Play, Instagram, X (Twitter), Facebook, and other platforms
Handle refunds, chargebacks, and cancellation requests
- Keep internal support documentation up to date to enable fast team scaling
- Help ensure product quality by checking app performance across different use cases