Support Manager

Job Summary

As the primary point of contact for users, the full-time Support Manager will resolve technical and logistical issues, investigate incidents, and ensure positive user interactions while working remotely.

Key responsibilities

• Handle user inquiries across multiple channels, including email and potential online chats
• Investigate user incidents to identify root causes and provide accurate solutions
• Escalate critical problems and bug reports to relevant cross-functional teams

Required qualifications

• 1.5+ years of experience in Technical Support
• Experience with ticketing systems, preferably Zendesk
• Strong skills in investigating client issues and gathering detailed information for escalation
• Fluent in Russian (native) and English (B2 or higher)
• Experience in e-commerce is a plus