Customer Support Manager
Hi! 👋
We are Zutobi, a global EdTech company with Swedish roots, reimagining driver education and helping people around the world become more confident and safer drivers.
Our flagship product, Zutobi Drivers Ed, is the #1 drivers ed app in the US. For 7+ years, we’ve been transforming traditional driver education by making it gamified, accessible, and effective for modern learners.
Today, Zutobi has 15.1M+ students, 10M+ app downloads, 250K+ monthly active users, and 200K+ five-star ratings. Our users achieve a 95.8% pass rate, and the product has been recognized by Apple twice and featured in leading US media outlets.
We’re looking for our first dedicated Customer Support owner: a person who will take full ownership of how our users get help, from answering emails and app store reviews to building the processes, help content and feedback loops that make support scale.
Requirements:
— 2+ years in customer support for a B2C app, SaaS or subscription product
— Excellent written English: clear, warm, concise
— Hands-on experience with a helpdesk tool (Zendesk, Intercom, Help Scout, Freshdesk or similar)
— Understanding of App Store / Google Play subscriptions, refunds and cancellations
— Ability to work autonomously: you organize your own work and don’t need daily task assignment
— Structured thinking: you notice patterns in tickets and turn them into fixes
— Own email support end-to-end: billing, subscriptions, cancellations, refunds, access/login issues, product questions
— Respond to App Store and Google Play reviews; work to improve our store ratings — Monitor and respond to user comments and messages on social media
— Handle subscription and refund requests across Apple, Google and web payments, and guide users through platform-specific flows
— Build and maintain macros, help center / FAQ and self-service content to reduce ticket volume
— Set up and improve AI-assisted support (AI agent / auto-replies) to deflect repetitive questions
— Tag and categorize tickets; deliver a monthly “voice of customer” report to product (top issues, bugs, feature requests)
— Reproduce and escalate bugs to engineering with clear reports
— Define and track support metrics: response time, CSAT, contact rate, store rating
Responsibilities:
— Own email support end-to-end: billing, subscriptions, cancellations, refunds, access/login issues, product questions
— Respond to App Store and Google Play reviews; work to improve our store ratings — Monitor and respond to user comments and messages on social media
— Handle subscription and refund requests across Apple, Google and web payments, and guide users through platform-specific flows
— Build and maintain macros, help center / FAQ and self-service content to reduce ticket volume
— Set up and improve AI-assisted support (AI agent / auto-replies) to deflect repetitive questions
— Tag and categorize tickets; deliver a monthly “voice of customer” report to product (top issues, bugs, feature requests)
— Reproduce and escalate bugs to engineering with clear reports
— Define and track support metrics: response time, CSAT, contact rate, store rating
Would be a plus:
— Experience as the first/only support person, or building a support function from scratch
— Experience setting up AI support agents (e.g. Intercom Fin, Zendesk AI) or automations
— Experience with US consumers
— Experience working on store ratings, review management or retention / cancellation-save flows
— Basic analytics skills (spreadsheets, dashboards)
What we offer:
— Absolute freedom to push boundaries, test new ideas, and fully leverage your expertise.
— A fully remote team with flexible working hours designed to support a healthy work-life integration.
— Enough paid vacation days and sick leave, ensuring you have the time to rest, recharge, and prioritize your well-being.
— Allocated budget for advanced professional courses and leadership training to support your ongoing growth.