User Support Manager
About the Role
We are looking for a proactive and resourceful User Support Manager to build and own our customer support function from the ground up.
This is not just a support role—you will be responsible for creating efficient support processes, implementing AI-driven automation, improving the customer experience, and providing valuable insights to Product and Engineering teams.
If you enjoy solving user problems, optimizing workflows, and working in a fast-growing product company, we’d love to meet you.
Responsibilities
Manage customer support across multiple channels (email, in-app, web).
Deliver fast, professional, and empathetic responses to users.
Build and optimize support workflows using tools like Intercom, Zendesk, or similar platforms.
Implement AI-powered automation (chatbots, macros, routing, workflows).
Analyze customer conversations to identify recurring issues and product improvement opportunities.
Work closely with Product, Engineering, CRM, and Marketing teams.
Create and maintain a comprehensive Help Center, FAQ, and internal documentation.
Define and monitor support KPIs (CSAT, First Response Time, Resolution Time).
Improve support processes to increase efficiency while maintaining high customer satisfaction.
Assist users with billing, subscriptions, payment, and account-related issues.
Requirements
2+ years of experience in Customer Support, Customer Success, or a similar client-facing role.
Excellent written and spoken English (C1/C2).
Hands-on experience with Intercom, Zendesk, or similar customer support platforms.
Experience with workflow automation and AI-powered support tools.
Strong analytical mindset and ability to work with support metrics.
Excellent organizational and communication skills.
Ability to manage a high volume of tickets without compromising quality.
Customer-first attitude with strong problem-solving skills.
Nice to Have
Experience in mobile apps, gaming, streaming, SaaS, or digital media.
Experience with Braze, Mixpanel, or similar analytics/CRM platforms.
Experience building a support department from scratch.
Experience supporting subscription-based products.
Understanding of Apple App Store and Google Play payment ecosystems.
What We Offer
Competitive salary.
Fully remote work.
Opportunity to build and lead the support function from day one.
Fast-paced international environment.
Career growth in a rapidly scaling product company.
High level of ownership and direct impact on the product and customer experience.
Ideal Candidate
We’re looking for someone who combines strong customer communication skills with operational thinking. You should be comfortable working independently, improving processes, leveraging AI to automate repetitive tasks, and collaborating across teams to create an outstanding user experience.