Support Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Support Manager based in India.

This remote Support Manager role focuses on delivering high-quality, user-first support for innovative hardware and software products used by a global tech-savvy community. You will serve as the primary point of contact for users, helping them resolve technical, logistical, and product-related issues across multiple communication channels. The role plays a key part in ensuring a seamless customer experience by investigating incidents, identifying root causes, and coordinating resolutions with internal teams. You will also act as a critical bridge between users and product, engineering, and logistics teams by escalating bugs and edge cases. A strong emphasis is placed on empathy, clarity of communication, and structured problem-solving. This is a highly collaborative role where user feedback directly influences product improvements. It is ideal for someone who enjoys combining technical troubleshooting with customer interaction in a fast-moving environment.

• Manage user inquiries across multiple channels, primarily email, with potential expansion to chat-based support, ensuring timely and accurate responses.
• Investigate user-reported issues in depth, gathering detailed information, identifying root causes, and providing clear and effective solutions.
• Escalate bugs, incidents, and complex cases to appropriate internal teams such as development, logistics, and operations for resolution.
• Handle product returns, replacements, and related logistics processes while ensuring a smooth and transparent customer experience.
• Collect, structure, and analyze user feedback to improve product quality, documentation, and overall support processes.
• Maintain high standards of communication and ensure every user interaction contributes positively to the overall customer experience.

Requirements:

• 1.5+ years of experience in technical support or customer support roles within a tech or product-driven environment.
• Hands-on experience using ticketing systems such as Zendesk for managing, tracking, and resolving customer requests.
• Strong investigative skills with the ability to analyze user issues, gather detailed context, and prepare escalation-ready reports.
• Excellent written communication skills with a strong focus on clarity, empathy, and customer orientation.
• Ability to work independently, prioritize tasks, and proactively search for solutions without constant supervision.
• Strong stress management skills and ability to handle difficult or negative customer interactions constructively.
• Fluency in Russian (native level) and English (B2 or higher) is required.
• Familiarity with e-commerce support processes and basic Jira usage is a plus.

Benefits:

• Flexible work arrangement with options for fully remote, hybrid, or office-based work depending on preference.
• Provided work equipment to ensure a comfortable and efficient remote working setup.
• Health and wellness benefits including medical insurance, sports programs, language courses, and therapy support.
• Flexible working hours with a five-day workweek and adaptable start times.
• Opportunity to work with innovative consumer hardware and software products with a strong global community.
• Exposure to cross-functional collaboration with engineering, logistics, and product teams.