Customer Relations Manager (Support Team)

• English proficiency (C1-C2). Ability to write complex, detailed responses to customers contacting us with billing and technical issues
• Understand SaaS, typical pain points associated with this monetization type, and have experience with being subscribed to any subscription service
• Understand how mobile apps work (app versions, updates, compatibility with various devices)

Will be a plus:

• Experience with SMM
• Understand how social media platforms work and how comments are typically handled there
• Familiarity with Trustpilot and best practices for handling customer reviews there
• Genuine interest in wellness (dance, self-care, face yoga, nutrition)

• Monitor online presence across multiple platforms: Facebook, Instagram, Trustpilot, App Store, Google Play Market, etc.
• Respond to customer reviews, monitor tendencies and handle dissatisfied customers according to company policy
• Report on the daily and weekly activities and offer improvement plans
• Collaborate with support, marketing, and development teams to provide excellent customer service in a public environment

Soft skills:

• Ability to work independently and make decisions on the go based on the internal documentation and the knowledge gained during the onboarding.
• Look into the root cause of the issue, seeing not just the words the customer wrote but the meaning behind them.
• Have a genuine desire to help people.
• Focus on retention and come up with creative ways to make users happy.
• Explain complicated issues in a way that non-tech-savvy users can understand.
• Keep a clear head in non-standard situations, as some processes aren’t yet set in stone and will be developed on the go.