Position: Head of customer support / Community manager
Category: Support
English level: upper
Years of experience: 3


- Handling incoming inquiries via calls, emails, chats, social media;
- Collecting and escalating bugs to engineers (applications for Android, iOS, macOS, Windows);
- Testing features of language learning platform;
- Great experience with different CRM systems (Zendesk, Wix, Intercom etc.), professional tools (Jira, Trello, Notion etc.), payment systems (PayPal, Stripe etc.);
- Managing social media (Facebook and Instagram);
- Dealing with positive/negative customer's reviews on Google Play and App Store;
- Controlling all communication with clients and processes in support team;
- Quality assurance of support consultants;
- Creating and editing product databases for support team;
- Dividing tasks within the team;
- Creating training programs for newbies / managing progress of new consultants.