GotYourBack Suppport

We are inviting you to become a part of our company as a User Acquisition Manager for our new product! You will be responsible for managing and optimizing paid social media campaigns across platforms like Facebook, TikTok, Instagram, and other relevant channels.
 

GotYourBack Support is a Ukrainian IT company, working both in B2C and B2B market, providing remote technical assistance to English-speaking users all over the world, as well as being the voice of our partners' brands and the main tool for building trust and open relationships with their customers.

Key Responsibilities:

• Develop, launch, and optimize paid user acquisition campaigns on Facebook Ads, TikTok Ads and other social platforms;
• Analyze campaign performance, identify trends, and implement data-driven optimizations to maximize ROI;
• Conduct A/B testing on creatives, ad formats, and targeting strategies to improve performance;
• Monitor KPIs, generate reports, and provide insights to improve overall marketing strategy;
• Stay updated with the latest trends, platform updates, and best practices in paid social advertising;

• Work closely with cross-functional teams, including product and analytics, to align marketing efforts with business goals.

   

  Requirements:

• 1+ years of experience in paid social advertising with a proven track record in user acquisition;
• Strong knowledge of Facebook Ads Manager, TikTok Ads Manager, and other social media advertising platforms;
• Experience with performance marketing, including CPI, CPA, ROAS, and LTV metrics;
• Analytical mindset with the ability to interpret data and make data-driven decisions;
• Experience in A/B testing and creative performance analysis;

• English proficiency (B2+ preferred).

   

  What we offer:

• Flexible work environment and remote-friendly culture;
• Competitive and stable salary;
• 20 vacation days and 10 sick leaves per year;
• Medical insurance;
• Team building events, corporate gifts, and stylish merch.

We are waiting for your resume!

We’re looking for a proactive and motivated Customer Support Lead to lead and manage a support team. You’ll drive team performance, coach agents, improve systems and tools, and ensure merchants have a world-class experience every time they reach out.

Requirements:

• Proven experience as a Support Lead, Team Manager, or similar leadership role in SaaS or e-commerce customer support;
• Experience managing remote teams and coordinating across multiple time zones;
• Excellent communication skills in English (both written and verbal).
• Expertise with Intercom or similar support platforms;
• Strong analytical mindset with the ability to turn support metrics into meaningful actions.

Responsibilities:

• Lead, mentor, and support a remote customer support team across North America and Eastern Europe, fostering a culture of high performance, accountability, and continuous improvement;
• Conduct regular check-ins, performance reviews, and coaching sessions to ensure engagement, growth, and alignment with the customer experience standards.
• Monitor and analyze key KPIs (CSAT, MHT, ticket volume, time to close, cost per ticket) to drive data-based improvements and operational efficiency;
• Utilize Intercom, Power BI, and Manager Reports to generate performance insights and actionable recommendations;
• Identify and address underperformance, bottlenecks, and emerging trends to improve team output and service quality;
• Oversee daily support operations, ensuring timely responses, proper ticket routing, full coverage, and effective time-off management;
• Own and refine processes for tagging, escalations, inbox workflows, and conversation management.
• Collaborate with Product, Marketing, and Operations teams to represent the customer’s voice and advocate for customer-centric improvements;
• Own and enhance support content and internal documentation, managing special projects such as knowledge base updates, Agent Assist workflows, refund handling, and macro creation;
• Set and model the tone and values in all customer communications — proactive, helpful, and human;
• Expand and optimize help articles to reduce repetitive inquiries and improve self-service rates;
• Champion the adoption of new tools, AI automation, and improved workflows, driving positive adaptation and innovation within the team;
• Coordinate with Marketing on app review management, addressing negative feedback and leading proactive outreach initiatives;
• Continuously evaluate and implement ways to streamline support operations while increasing customer value.

Would be a plus:

• Experience in the Shopify or eCommerce app ecosystem;
• Knowledge of AI-powered tools and automation;
• Exposure to BI tools (e.g., Power BI) for data reporting;

• Previous ownership of app review or customer reputation strategies.

   

What we offer:

• Competitive salary;
• Health insurance;
• Flexible schedule;
• 20 vacation days and 10 sick leaves per year;
• Opportunities for professional development and continuous education support, as well as for career growth and advancement;
• Team building events, corporate gifts, and stylish merch.

We are waiting for your resume!