Customer Support Manager

Responsibilities

• Provide T1, T2 support via email and help desk software Help Scout and Intercom;
• Make sure that every request is triaged, tracked, and resolved, and that customers are kept updated throughout the process promptly;
• Apply first-level troubleshooting and document, escalate issues for further resolution if necessary;
• Interact with technical and QA teams;
• Ensure consistent, high-quality customer experience across all touchpoints;
• Working hours: 07:30 AM – 04:30 PM PHT (Time Zone: PHT (Philippine Time / GMT+8))

Qualifications

• Minimum 0,5 years of previous experience in Customer support;
• Upper-intermediate/Advanced English writing skills;
• Great computer literacy (MS Ofice: Word, Excel; Google Sheets);
• Familiarity with Help Scout, JIRA, Confluence, GitHub;
• Customer oriented and responsible attitude;
• Excellent customer service and or...