Middle Customer Support Manager in SKELAR

Hello everyone! We are an Ed-Tech startup at the stage of active scale and are currently gathering a stellar team of supporters to build in-house support from scratch. We are looking for someone who likes a fast pace, listens to the user and keeps metrics under control. Quick decisions, a lot of responsibility and room for initiatives await you. If you know how to bring order in chaos, quickly understand cases and explain complex things in simple words - then you are a match!

Do you want to grow in a team that is just being formed? Fly into this adventure - write, we will tell you the details.

SKELAR is a venture builder that builds international product IT companies according to the rules of the world of venture investments. Together with the co-founders, we gather strong teams to launch product IT businesses and win in global markets.

RiseGuide is an EdTech product for self-development built on the examples and principles of outstanding role models. Our users get rid of habits with the advice of Andrew Huberman and Simon Sinek, pump up social networks by the playbooks of Alex Hormozy and MrBeast, launch businesses inspired by the principles of Richard Branson and Steve Jobs. We aim to redefine the self-improvement industry and eclipse MasterClass.

Facts, not hype about RiseGuide :
— Found a unit economy in 6 weeks and have been actively scaling ever since;
— 150 000+ paid users, 4.6/5 in the App Store;
— Top 3 revenue startups in the Genesis ecosystem in the last 2 years;
— 35+ people in the team are from BetterMe, Welltech, Jooble and leading international management programs.

We are currently building our own in-house support and are looking for a Middle Customer Support Agent. Middle Customer Support Manager.

What challenges await:
— To be the voice and face of RiseGuide for users, answering customer inquiries via email and chat, in the future via phone calls. Work a flexible schedule (including night shifts) and meet KPIs;
— Keep the knowledge base in excellent condition — update, optimize and create new materials that make the complex simple;
— Improve support processes: from small changes in macros to testing and launching new tools and flows;
— Dive deeper into the product than anyone else: quickly master all support flows, find weak points and to help make the service even more convenient and efficient;

What is important to us:
— 6+ months of experience in Customer Support, preferably in product IT and Billing Support;
— Fluent English (B2+) — comfortable written and verbal communication with users around the world;
— Attention to detail when gathering information to escalate complex requests to the appropriate teams (technical support, billing, product department);
— Empathy and customer orientation — even in difficult situations you leave the user with a positive experience;
— Quick adaptability — you perceive new flows, tools, or processes as a challenge, not as an obstacle.

Desirable, but not necessary:
— Knowledge of Zendesk — from working with tickets to setting up macros, triggers, tags, analytics and knowledge bases;— Understanding of key support metrics: First Response Time, Resolution Time, CSAT, Refund Rate — the ability to influence them through your work.

What is this opportunity for you:
— Enter a fast-growing product startup at the scaling stage;
— Have a real impact on the process from the very beginning weeks;
— Work remotely with flexible shifts;
— Receive regular performance reviews, transparent feedback and space for initiatives.

In addition to businesses, we develop the SKELAR foundation –a charitable foundation created by company employees. As part of the initiative, we create and finance projects that contribute to overcoming the consequences of the war and rebuilding Ukraine.

SKELAR is an environment for self-realization of people who are able to create successful companies. We call such companies the next big everything. We believe in their power and scale. We plan to continue to develop tech businesses, conquer global markets and work for the victory of Ukraine.