Support Manager

Accountabilities:

• Manage user inquiries across multiple channels, primarily email, with potential expansion to chat-based support, ensuring timely and accurate responses.


• Investigate user-reported issues in depth, gathering detailed information, identifying root causes, and providing clear and effective solutions.


• Escalate bugs, incidents, and complex cases to appropriate internal teams such as development, logistics, and operations for resolution.


• Handle product returns, replacements, and related logistics processes while ensuring a smooth and transparent customer experience.


• Collect, structure, and analyze user feedback to improve product quality, documentation, and overall support processes.


• Maintain high standards of communication and ensure every user interaction contributes positively to the overall customer experience.

Requirements

• 1.5+ years of experience in technical support or customer support roles within a tech or product-driven environment.


• Hands-on experience using ticketing systems such as Zendesk for managing, tracking, and resolving customer requests.


• Strong investigative skills with the ability to analyze user issues, gather detailed context, and prepare escalation-ready reports.


• Excellent written communication skills with a strong focus on clarity, empathy, and customer orientation.


• Ability to work independently, prioritize tasks, and proactively search for solutions without constant supervision.


• Strong stress management skills and ability to handle difficult or negative customer interactions constructively.


• Fluency in Russian (native level) and English (B2 or higher) is required.


• Familiarity with e-commerce support processes and basic Jira usage is a plus.

• Flexible work arrangement with options for fully remote, hybrid, or office-based work depending on preference.


• Provided work equipment to ensure a comfortable and efficient remote working setup.


• Health and wellness benefits including medical insurance, sports programs, language courses, and therapy support.


• Flexible working hours with a five-day workweek and adaptable start times.


• Opportunity to work with innovative consumer hardware and software products with a strong global community.


• Exposure to cross-functional collaboration with engineering, logistics, and product teams.

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