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Описание: |
Join Breeze as a Lead Support Manager and help build a customer support system that scales with a fast-growing product used by millions of people worldwide. In this role, you’ll lead and develop the support team, improve support processes, and transform user feedback into insights that help us continuously improve the product experience.
Who We Are:
Our mission is to provide access to tools for deep self-discovery. Our product, Breeze, empowers over 14 million users with:
* Self-discovery tests that help reveal your true essence.
* A personalized routine plan to help find daily happiness and foster useful habits.
* Gain clarity, foster gratitude, and find peace with daily journaling and self-reflection questions.
Our dedication has earned us a user rating of 4.6. We’ve been featured as one of Apple’s “New Apps We Love”.
Why You’ll Love Working With Us:
* Flexible Work Model: Work remotely, from our Warsaw office, or a blend of both — whatever suits you best.
* Generous Time Off: Enjoy 28 days of vacation, 12 personal days, and unlimited sick leave.
* Career Growth: We prioritize your career advancement with opportunities to enhance your skills and expand your impact.
* Psychological Support: We cover therapy or counseling sessions to support your well-being.
* Fitness Allowance: Stay active with financial support for sports-related activities.
* Language Courses: Improve your English skills with reimbursement for courses, tutors, books, and language apps.
* Supportive Team: Join a collaborative community of enthusiastic and ambitious professionals.
Your Role:
* Lead the customer support team: hiring, onboarding, mentoring and regular performance evaluation.
* Implement, track and continuously improve support metrics such as SLA.
* Develop and optimize our ticketing system (Freshdesk): improve workflows, automate processes and implement AI tools to reduce support load.
* Build and maintain a knowledge base and internal documentation for both users and the support team.
* Develop and improve internal support processes, policies and quality standards.
* Forecast support workload based on product updates, marketing activities and user growth.
* Collaborate closely with product, marketing, QA and engineering teams to ensure fast and effective resolution of user issues.
* Analyze user requests, identify recurring issues and initiate product and user flow improvements based on support insights.
About you:
* 2+ years of experience in a leadership role within customer support, ideally in subscription-based mobile products.
* Proven experience managing and developing support teams (hiring, performance reviews, team growth).
* Hands-on experience with ticketing platforms such as Freshdesk, Zendesk or similar, and a strong understanding of support automation.
* Experience working with support metrics (SLA) and improving team performance through data-driven decisions.
* Strong analytical mindset and ability to turn user feedback into product insights.
* English proficiency at B2-C1 level.
Ready to make a meaningful impact through your talents and expertise? Apply now and join a mission-driven team dedicated to improving daily life for millions!
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