Customer Support Agent

Night shift: 8 PM - 4 AM or 4 AM - 12 AM (UTC+4)
The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.

We believe that the ability to make decisions and take responsibility are the keys to success.

About the role

Each day we get up to make the best product this industry has to offer while getting through constant pressure and our clients’ queries that get more and more complicated.

Our technical support team is currently expanding, and we’re looking for strong support agents. We need people who can handle a high load of customer requests and find unusual solutions to the usual problems.

What you’ll do

• Respond to customer queries on time;
• Identify customer needs and help customers use specific features;
• Update our internal databases with information about technical issues and useful discussions with customers;
• Lead customers from the point of problem occurrence to the point where it’s resolved;
• Get customer feedback and share it with our Product, Sales, and Marketing teams;
• Assist in training junior Customer Support Representatives.

What is important for us

• 1+ year experience in support team;
• Fluent English (written and spoken). You will communicate with English-speaking users. You’ll also need to speak English with European team members;
• Native Russian. Our support team is Russian-speaking, and a part of our internal processes (meetings, documentation) is set up in Russian, so Russian native speakers are preferred;
• Self-management skills;
• Ability to make decisions and take responsibility;
• Teamwork skills;
• Basic understanding of software development;
• Experience in using help desk software and ticketing system.

We offer

• Official employment and good salary;
• 5/2 working schedule (one day off is on a weekday and one is on the weekend);
• Remote work;
• MacBook Pro;
• English lessons;

Hiring process

It includes 3 steps:

• Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment.;
• Technical interview. We will solve a few tasks and discuss them;
• Culture fit interview. You’ll meet with the leadership team.

At each stage, you can ask questions and get feedback. The process usually takes one or two weeks, but it’s worth it.