Support Manager

TL;DR

Support Manager: Managing incoming customer support tickets and providing quality assistance with an accent on billing issues, adherence to SLAs, and creative problem-solving. Focus on testing new support channels, maintaining a knowledge base, and collaborating with cross-functional teams for bug resolution.

Location: Fully Remote

Company

hirify.global is a global developer and publisher of mobile games and applications, with a focus on wellness.

What you will do

• Work with incoming tickets in Zendesk, with a focus on billing issues.
• Provide quality support while adhering to team’s SLAs and KPIs.
• Handle customer complaints and provide creative solutions in line with hirify.global’s support policy.
• Test new support channels in the future, e.g. chat support, phone support.
• Create and maintain the library of saved replies.
• Collaborate across teams for reporting and bug resolution.

Requirements

• Written English: C1-C2 (Advanced), with ability to create complex step-by-step instructions.
• Speed typing skills.
• Understand how mobile apps work (app versions, updates, compatibility with various devices).
• Understand the nature of subscriptions: renewals, refunds, billing.
• Stress-resistant and able to work independently.
• Good time management skills and be a team player.

Nice to have

• Experience with PayPal/Stripe or other payment platforms.
• Experience with a ticket or chat systems (Zendesk/Intercom/Freshdesk, etc.).
• Genuine interest in the wellness sphere (dance, self-care, face yoga, nutrition).