User Support Manager

🚀 We’re Hiring: User Support Manager 📍 Location: Ukraine & Georgia Remote ⏱️ Type: Full-Time We’re looking for a passionate and resourceful User Support Manager to own and build the entire support function for a fast-growing B2C mobile entertainment product. This is a foundational role where you’ll have the opportunity to build support processes, introduce automation and AI-powered workflows, improve the customer experience, and work closely with Product, CRM, Monetization, and Engineering teams. 🔹 What you’ll do: • Own and manage support across in-app, email, and web channels • Build AI-powered workflows and automation to scale support • Analyze customer conversations and identify product pain points • Create and maintain a knowledge base and FAQ • Define support standards and track KPIs such as CSAT, response time, and resolution rate • Work closely with CRM & Monetization on billing, subscriptions, purchases, and payment-related issues 🔹 What we’re looking for: • 5+ years of experience in customer support or customer-facing roles • Experience in a B2C, mobile app, gaming, entertainment, or digital product environment • Fluent English — strong written and verbal communication • Hands-on experience with Intercom, Zendesk, or similar platforms • Experience with support automation, workflows, and reporting • Strong analytical and organizational skills • Empathy, ownership, and a genuine passion for solving customer problems ⭐ Huge advantages: • Gaming, streaming, or entertainment industry experience • Experience with Braze, Mixpanel, or similar tools • Building a support function from scratch in a startup • Experience with Paddle, Apple IAP, Google Play and subscription/payment support