Customer Support/Success Manager - Fluix team (offline)

Fluix is the first b2b product by Readdle that helps companies automate their day-to-day field operations and optimize productivity. Our solution is trusted by the world’s leading companies from the construction, energy, transportation, and other industries.

Help our customers to grow and flourish with Fluix

We are looking for a mature, customer-oriented person, ready to accept a challenge and take over both support and success responsibilities.

As a Support Manager, you will be the first point of contact for customers and provide them real-time support and truly exceptional service. No template letters, no easy tasks. Instead, you’ll be the Fluix voice for the global companies who trust their business to our team.
As a Success Manager, you will develop and nurture good working relationships with customers, help them get the most out of Fluix by educating, training and responding to their needs, proactively contact them to spot high potentials and encourage upsells.

Being the main liaison between the customers and the product engineering team, you’ll be able to contribute to the product action plans.

Your typical working day:
- Check the incoming emails and answer them according to the priority depending on the type of request.
- Create tickets to engineers for investigation of technical issues if any, or product team if it’s a valid request.
- Update customers that are waiting for the status of open support or feature request.
- Email or call a customer to assist them with setup, or provide training in new functionality.
- Develop Fluix Knowledge Base on an as-needed basis.

Essential for the Role:
- Fluency in speaking and writing in English (not less than B2 level).
- 2+ years of experience in a customer support role in the IT industry (b2b SaaS will be a huge plus).
- Experience with using JIRA/Confluence and any support tool (Kayako, Intercom, Zendesk or else).
- Understanding of the b2b product lifecycle.
- Ability to multi-task and work through problems independently.
- Excellent written and verbal communication skills.
- Focus on customer interaction to work on technical challenges.
- Familiarity with modern technologies (API integrations, understanding of how servers work, cloud integration, iOS/Mac ecosystems).

This is the right role if you are:
- Crazy about excellence in customer service
- Tech-savvy and aligned with the latest tech market trends
- Highly organized and self-motivated
- 360° of curiosity
- Ready to work independently with minimal supervision
- German or other languages (will be a plus)

You’ll be leading the way. We’re betting you’re driven to build great things and get awesome results. Join this amazing journey with Readdle!

About Readdle

We believe that technology is changing the way we live, work, and get things done. In 2007, in Odesa, Ukraine, we created our first app for the reading experience with iPhone. This is how the word "Readdle" appeared 💡

Then Readdle aimed to redefine personal productivity and shape the “future of work” by creating outstanding apps and services such as Scanner Pro, PDF Expert, Spark, Calendars, and Documents. Mentioned in TechCrunch, Mashable, The New York Times, 9to5mac, and many more, these products were downloaded over 160 million times worldwide. In many cases, we defined mobile software categories, such as document scanning, email, document management, and calendaring.

In 2014 we established Fluix, a simple, lightweight productivity solution offering enterprise-grade security and other benefits to business processes. Today Fluix is trusted by the world’s leading companies to optimize productivity and ROI in the construction, energy, facilities management, and transportation industries including Siemens Gamesa, МBMW, Zurich Insurance, Alaska Airlines, Ludwig Freytag, Centuri, and hundreds of others.

We won numerous awards, got to the top positions on the App Store charts, however, what is the most important, are loved by tens of millions of people all around the world.

Company website:
https://readdle.com/

DOU company page:
https://jobs.dou.ua/companies/readdle-inc/