User Support Manager

Job description

🚀 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