Support Manager

Are you an experienced Support Manager looking for an exciting opportunity to join a dynamic, international company making waves in the global market? Look no further! We're a product-based company with a 7-year track record of success, boasting a whopping 13 million users worldwide and an average app rating of 4.8. Our B2C applications in the business field are revolutionizing the way people work, and we need your help to take our support services to the next level. Here are our products: Core direction includes our top products:FaxApp. Available on iOS and Android. This mobile app ranks number one in the world for faxing in the B2C segment. Ranked among the top four business apps in the US. At peak times, faxes are sent more than once per second.Scanner app for iOS. Ranked among the top 15 apps for businesses in the US. More than 250,000 documents are scanned through the app each month, and that number is growing at 20% per month.eSign app for iOS. An intuitive mobile app for electronically signing documents without printing or face-to-face meetings. With a user-friendly and versatile design, users can sign documents with a few taps. App Studio's direction is business and productivity app development, with a focus on creating simple and easy-to-use apps that help users save time and increase productivity. Currently it includes our youngest products Intermittent Fasting Tracker (iOS) an app for interval fasting and transitioning to a new lifestyle with healthy habits without diets and food restrictions and Phone ID: Spam Call Block App (iOS) - an app that allows to screen out up to 95% of spam calls and protect users from known phone scammers. Company values: 80-20 rule (no superfluous functions, only what is valuable and delivers results) Data-driven mindset (decisions based on end-to-end analytics and A/B testing) Retention-focused products (focus on features and products with long-term value) Openness to new approaches in products, marketing, technology, and processes Small team power: we form product teams of 6-10 people Work according to OKR, which allows focus on team and individual goals and implement them on time Small team biweekly meetups to share knowledge and experience. We're particularly interested in candidates who can help us create a fast and effective support team for our Fax App direction, including web and mobile applications. You'll be responsible for solving clients' problems with an earnest desire to help, answering queries via chat and email in English, and dealing with in-app user experience. Our team values creativity, autonomy, and a commitment to problem-solving. We empower our Support managers to think outside the box and go the extra mile to ensure customer satisfaction. Our goal is simple — to listen, empathize, and resolve issues quickly and efficiently. Our requirements: At least 1 year of experience in a similar position Fluency in English (C1, C2) You are a detail-oriented person Sociability and ability to smooth out conflict situations Ability to convey complex concepts concisely, tolerate mundane and repeating tasks, maintain discipline while working remotely, follow the rules and know where to bend them Possibility to work 10-hour shifts with a work format of 4 days, 3 days weekends Shift hours: mon 8 am to 18 pm; tue, wed, fri 12 am to 22 pm NY time. Would be a plus: Russian (B1+) would be a plus Experience with Intercom, AppStore Connect/Play Console, or similar tools, as well as proficiency in French, German, Spanish, or other European languages, not required, but would be a huge plus Experience in SMM or copywriting Benefits: Competitive salary based on experience Fully remote work No bureaucracy or micromanagement, allowing for a more flexible and independent work environment Opportunity for professional growth and development within a fast-growing and dynamic company An inclusive company culture that values diversity and creativity Opportunity to receive a quarterly bonus of up to $450 for the fulfilment of KPIs If you're ready to take your career to the next level and help us revolutionize the world of applications, we want to hear from you!