Customer Support Manager

TL;DR

Customer Support Manager: Deliver exceptional technical support to clients using BidSwitch’s products and services, facilitating effective communication, issue resolution, and knowledge sharing. Focus on diagnosing and troubleshooting technical issues, creating technical documentation, and assisting in client onboarding and training.

Location: Hybrid (Yerevan, Armenia)

Company

hirify.global is a leader in commerce media, helping brands, agencies, and publishers create meaningful consumer connections through AI-powered advertising solutions.

What you will do

• Provide prompt, accurate, and efficient business and technical support to customers via email, ticket tracking system and online meetings.
• Diagnose and troubleshoot technical issues reported by clients, and monitor their health metrics.
• Create and maintain clear and comprehensive technical documentation, including FAQs, troubleshooting guides, and best practices.
• Assist in the onboarding process of new clients and conduct training sessions to educate clients on product usage.
• Gather feedback from clients regarding their experiences with the product, support process, and areas for improvement.
• Work closely with cross-functional teams, including Sales, Engineering, and Product Management, to provide client insights and contribute to product development.

Requirements

• 1-2 year experience providing technical support to external customers.
• C1 English level; Russian is a plus.
• Excellent communication skills, both written and verbal, with the ability to convey technical information clearly.
• Strong technical aptitude, problem-solving skills, and the ability to think analytically and logically.
• Proven initiative in taking proactive steps to address issues and aptitude for timely escalation.
• Experience with Outlook and MS Excel; knowledge of SQL, JS/Python is a plus.

Culture & Benefits

• Hybrid work model blending home with in-office experiences.
• Learning, mentorship, and career development programs.
• Health benefits, wellness perks, and mental health support.
• Diverse, inclusive, and globally connected team.
• Attractive salary with performance-based rewards and family-friendly policies, plus potential for equity depending on role and level.