[Hiring] Support Specialist L1 at SplitMetrics

January 19, 2024

Job Overview

  • Date Posted
    January 19, 2024
  • Location
  • Expiration date
    --
  • Experience
    2 Years plus
  • Gender
    Both
  • hiringOrganization

    SplitMetrics

Job Description

Hi! It’s SplitMetrics, a remote-first team of experts building the future of mobile marketing. Top app developers turn to us for intelligent data-driven solutions designed for Apple Search Ads scale, A/B testing, and market insights.

We’re committed to helping business simplify their way to success with technologically advanced and collaborative solutions. An Apple Search Ads Partner, SplitMetrics is the 1st company to build the Apple Search Ads management platform.

In this role, you will champion our best practices and help our customers with their daily questions. You will also have the opportunity to grow and, for example, conduct Product Webinars for our existing users. Our Customer Support department is very young, so you will have opportunities to develop within the department or as a part of our Customer Success team.

In this role you will:

  • Communicate with customers via the Intercom in-app chat.
  • Take ownership of customer issues and see them through to resolution.
  • Escalate a problem to other internal teams as appropriate.
  • Follow support processes and best practices.
  • Pass on customer feedback to the Product team and provide users with updates about the upcoming features.
  • Collaborate with Sales & Customer Success teams.
  • Create and update how-to guides and feature overview articles for our Help Centre.
  • Create short how-to videos with the description of our product and features (screenshare of the product + your voice on the background).
  • Small projects participation e.g. Product Tours creation, onboarding support for new customers, etc.

About you:

  • 2+ years of experience in customer support or customer-facing role.
  • Excellent written and verbal English communication skills.
  • Russian language knowledge.
  • Passion for helping customers achieve success and get things done.
  • Excellent sense of discipline and responsibility.

It would be awesome if you:

  • Have ability to create training materials via text and video.
  • Have knowledge in mobile marketing.

What is there for you?

  • Professional and supportive team.
  • Inspiring leadership team.
  • All tools needed for your efficiency.
  • 20 working days of vacation per year + 6 days off + paid National Holidays.
  • Paid sick leaves.
  • Flexible working hours, remote-first working environment.

Culture

At SplitMetrics, we believe that our values are not just words on a wall; they are the guiding principles that drive everything we do.

To achieve our ambitious goals and maintain our success, we stand united by our core behaviours:

  • Move Fast
  • Get Sh*t Done
  • Build Together
  • Strive for Transparency
  • Own What You Do
  • Learn + Share = Excel