Customer Support Manager

Job Title: Customer Support Manager

Location: Remote

Experience: Up to a year of experience

Employment Type: Full-time

Requirements

• At least 1 year of experience in a customer support or customer success role for a web-based product
• Solid understanding of how web applications work and comfort discussing technical topics with users
• Strong problem-solving skills and the ability to navigate incomplete information
• Proven ability to manage multiple priorities, stay focused under pressure, and follow tasks through to completion
• High sense of responsibility and readiness to respond promptly to urgent or critical customer requests
• Proactive mindset: you don’t wait to be told what to do and actively look for ways to improve outcomes
• Ability to clearly explain complex information and guide users with patience and empathy
• Confident in finding information independently and working with various tools and platforms
• English proficiency at B1 level or higher
• Willingness to continuously learn new technologies, features, and workflows
• Ability to represent the product professionally, identify customer needs, and support adoption and upsell when appropriate

Responsibilities

• Act as the primary point of contact for customers, providing thoughtful, reliable support via text communication and video calls
• Conduct product demos for prospective and existing customers, clearly explaining value, functionality, and real-world use cases
• Take full ownership of client issues: investigate, coordinate internally, and drive problems to resolution
• Collect, structure, and analyze customer feedback, turning insights into concrete product and process improvements
• Build and maintain ongoing relationships with customers, ensuring engagement, trust, and long-term adoption of the product
• Deeply understand the product and confidently advise users on its functionality, limitations, and best use cases
• Proactively identify risks, recurring issues, or unmet needs and escalate them with clear recommendations
• Contribute to team discussions and knowledge sharing to continuously improve support quality
• Create, update, and maintain product training materials for both users and internal teams

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