L1 Support Manager (Evening Shifts) - Remote

Overview

The L1 Support Manager provides assistance to users across our ecosystem, including SplitMetrics Acquire, Optimize, and AppRadar, focusing on resolving customer inquiries and enhancing self-service support.

In Short

• Communicate with customers via the Intercom in-app chat.
• Work evening shifts from 4 PM to 1 AM CET.
• Take ownership of customer issues and see them through to resolution.
• Escalate problems to internal teams as appropriate.
• Follow support processes and best practices.
• Collaborate with Sales, Customer Success & PMM teams.
• Create and update how-to guides and feature overview articles.
• Create short how-to videos with product descriptions.
• Participate in small projects related to customer onboarding.
• Measure success through KPIs like CSAT and NPS.

Requirements

• 1+ year of experience in customer support or tech roles.
• B2+ English proficiency.
• Strong problem-solving and technical troubleshooting skills.
• Excellent written and verbal communication skills.
• Ability to manage time effectively and prioritize tasks.
• Attention to detail and a customer-first mindset.
• Experience with customer service tools (e.g., Intercom).
• Experience with help center article creation.
• Utilization of AI-based tools for projects.
• Experience in video creation is a plus.

Benefits

• Vacation and public holidays following country regulations.
• Medical insurance or health care compensation.
• Professional development through courses and conferences.
• Supportive management and performance reviews.
• Corporate events and team retreats.
• Flexible working schedule for work-life balance.
• Coworking costs coverage program.