Position: Customer Support Manager
Company: Bitmedia Labs
Experience required: 1y
Category: Support
English level: upper
Published: 2023-09-01T00:00:00+03:00

**About Bitmedia Labs:**
Bitmedia Labs - an international product IT company, has been in the industry since 2014, effectively functioning on a worldwide scale with a crew of 100+ ambitious and highly skilled professionals, creating successful projects in domains such as online advertising systems for the crypto space, blockchain games, and NFT products.

We're looking for a support manager who will ensure customer support or initial customer servicing on a daily basis.

**Responsibilities:**
Handle initial customer requests on a daily basis;
Handle escalated customer issues, demonstrating strong problem-solving abilities and ensuring prompt resolution while maintaining a high level of customer satisfaction;
Monitor customer interactions to identify areas for improvement and provide regular coaching and feedback to enhance performance;
Stay up-to-date with industry trends, best practices, and emerging technologies to ensure customer support remains at the forefront of innovation;
Participate in cross-company projects to improve our products and optimize our users’ experience;
Ensure tools appropriate functioning;
Participate in tracking team and individual metrics to ensure service level agreements (SLAs - Bitmedia’s Terms, Refund Policies, etc) and customer satisfaction goals are achieved.

**Requirements:**
Advanced level of English;
Proven experience in a customer support or customer service role;
Excellent communication skills, both written and verbal, with the ability to effectively interact with customers, team members, and stakeholders at all levels;
Exceptional problem-solving skills and the ability to handle escalated customer issues in a calm and professional manner;
Proficiency in using customer support software and tools, in particular, Pipedrive, LiveChat, HelpDesk, Zapier, bots, etc;
Analytical mindset with the ability to interpret data, generate reports, and make data-driven decisions.

**Hiring process:**
Intro call with a Recruiter - Test Task - Interview with Lead Manager - Offer.

**Working conditions:**
Flexible work environment - you can work remotely anywhere or at our comfortable Hub in Kyiv; 
The 8-hour working day with a flexible schedule;
Competitive salary based on your experience;
Regular performance review and annual salary review;
100% paid sick leaves, vacation and holidays;
Professional development tools (reimbursement of educational courses or workshops, conferences around the world);
English classes;
Ambitious team with transparent communication and friendly atmosphere, no micromanagement;
Apple equipment;
Memorable gifts for holidays.