Junior Customer Support Manager

TL;DR

Junior Customer Support Manager: Engaging with customers via Intercom and Telegram to deliver timely and accurate support for a B2B SaaS company, ensuring a positive first impression and customer satisfaction. Focus on improving AI bots within Intercom, monitoring CSAT scores, and contributing to documentation and knowledge bases.

Location: Remote (EMEA time zones)

Company

hirify.global builds trusted infrastructure for AI-ready web data at scale, helping AI-driven B2B SaaS companies access reliable, compliant, real-time web data.

What you will do

• Engage with customers via Intercom and Telegram, delivering timely and accurate responses to inquiries.
• Contribute to optimizing AI bots within Intercom to automate responses for common inquiries.
• Maintain high service standards by providing prompt, clear responses and monitor CSAT scores.
• Track key metrics like response time and resolution rate, sharing insights to support improvements.
• Help maintain internal knowledge bases and FAQ sections for customer queries and team reference.

Requirements

• Are proactive and passionate about customer service, ready to go above and beyond for clients.
• Communicate creatively and enthusiastically, with strong English skills and excellent writing abilities.
• Pay attention to detail, stay organized, and manage multiple conversations accurately and efficiently.
• Thrive in a remote work environment, demonstrating self-motivation and effective time management.
• Are comfortable with technology, eager to learn new tools, and familiar with customer support platforms like Intercom.
• Have a technical background (education or work experience).

Culture & Benefits

• Four-day workweek & flexible hours.
• Remote-first policy: Work from anywhere, with 4 weeks of paid vacation.
• Continuous learning: Budgets for courses and books, competitive salary, and GBP-based benefits.
• Join a vibrant team that values energy, openness, and teamwork.