Customer Excellence and Support Manager

About the role

We are looking for a teammate who doesn’t just “close tickets” but truly cares about people. At Innocode, support is about empathy, guidance, and building a community around our products.

We are moving away from old-school manual support towards modern, AI-augmented workflows. We want you to be at the forefront of this shift — using smart tools to handle the routine, so you can focus on high-impact human interaction and creative problem-solving.

As a part of our team, you will:

• Deliver Human-Centric Care: Provide thoughtful support via Intercom and email, ensuring every user feels heard and valued.
• Master AI & Innovation: Explore and implement AI tools to automate routine replies and summarize insights, making our support faster and smarter.
• Be the User’s Advocate: Collaborate closely with Product, Marketing, and R&D teams. You are the voice of the customer that shapes our roadmap.
• Drive Product Adoption: Onboard new customers with a personal touch, ensuring they find value in our products from day one.
• Collaborate & Co-create: Work with engineers to resolve technical puzzles and help build a world-class Knowledge Base that empowers users.
• Optimize & Experiment: Continuously improve our support flows. If you see a way to make the customer journey smoother, you have the autonomy to make it happen.

About you:

• Empathy First: You are a “people person” who finds joy in helping others and can turn a frustrated user into a loyal fan.
• Tech-Savvy & Curious: You have 2+ years of experience in IT support (B2B is a plus), but more importantly, you are excited about AI and new technologies.
• Communication Pro: Your English is fluent (B2+), and you can explain complex technical ideas in simple, warm language.
• Team Player: You thrive in a collaborative environment where we share knowledge and back each other up.
• Proactive Problem-Solver: You don’t wait for instructions; you identify bottlenecks and suggest solutions.
• Toolbox: Experience with Intercom, Zendesk, or JIRA is great, but your ability to learn new systems quickly is what matters most.

About us:

Innocode AS is a Scandinavian and Ukrainian-owned software development company with a total of 52 people.

We have several teams working on delivering solutions for Scandinavian and European companies.

What’s our company and working culture?
It’s simple — common sense is our religion.
If you want to create value — you start with “Why”, right? And are not afraid to initiate improvements. You take responsibility to make the change happen. That’s what we try to do every day. “Always improve yourself” is our mantra, and we hope you share the same approach.

About Innocode in short links:
Own Products: innocode.com/our-products
Our Projects: https://www.yulieta.eco

Behind the scenes life — Instagram: www.instagram.com/innocode.people
Stories about us, people, who build Innocode: medium.com/@innocode