L1 Customer Support Manager
Position overview
We are looking for a customer-focused, detail-oriented Middle Customer Support L1 Manager to deliver high-quality support for our fintech product. The ideal candidate should be comfortable resolving customer inquiries, guiding users through product features, escalating complex issues to relevant teams when necessary, and delivering an excellent customer experience in an international English-speaking environment.
Requirements
•Upper-Intermediate/Advanced English level.
•Minimum 2 years of customer support experience.
•Adaptability and ability to manage change.
•Strong attention to detail.
•Customer-focused mindset.
•Excellent written business communication skills.
Responsibilities
•Develop and maintain strong relationships with customers and their end-users, acting as a primary point of contact.
•Assist and guide clients in their onboarding and product-related questions. Manage incoming tickets according to the defined SLA/OKR.
•Effectively solve customers' inquiries, providing relevant information.
•Ability to explain complex concepts in a clear and concise manner.
•Distribute received requests to the departments in charge.
•Escalate clients' inquiries and requests to relevant departments and monitor their execution.
•Report discovered bugs or system issues for further investigation (if such were detected).
•Keep up-to-date internal knowledge base for the Team.
Good to have
•Previous experience in fintech.
What you will get with us
•Team-oriented and encouraging work environment.
•Career development opportunity.
•Paid vacation & sick leaves.
•Corporate English classes.
•Paying taxes and conducting private entrepreneurs.
•Internal Referral program.
•Remote-based work.
Hiring process
•CV screening — Initial review of your resume to check basic fit with the role.
•Interview with Recruitment Specialist — A short introductory call where you'll learn about the company, the role, and the next steps.
•Test Case — Short task to evaluate your skills and approach to solving real-life cases.
•Interview with Hiring Manager — The final interview to discuss your experience, goals, and overall fit within the company.
•Job Offer — The final step, where we share the offer details and welcome you to join the company.
