Associate Customer Support Manager - Fluix

<div class="content-intro"><p><span style="font-weight: 400;"><a href="https://readdle.com">Readdle</a> is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.<br><br></span></p></div><p><br><a href="https://fluix.io/">Fluix</a> is Readdle's first B2B product, helping companies automate field operations and boost productivity across construction, energy, aviation, and other industries. Our solution is trusted by the world’s leading companies.</p> <p>&nbsp;</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">We are looking for a mature, customer-oriented person ready to take on a challenge and grow within our Customer Support team. As a Customer Support Manager, you will be the primary point of contact for our customers, providing real-time support and exceptional service —&nbsp;the Fluix voice for the global companies that trust their business to our team.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">&nbsp;</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">You will also develop and nurture strong working relationships with customers, helping them get the most out of Fluix by educating them, responding to their needs, and proactively reaching out to spot high-potential accounts and encourage upsells. As the main liaison between customers and the product engineering team, you'll directly contribute to the product action plans.</p> <p class="font-claude-response-body break-words whitespace-normal leading-[1.7]">&nbsp;</p> <p><strong>What will you do:</strong></p> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">Check incoming emails and respond to support requests, prioritizing by urgency and impact.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Create tickets for the engineering team to investigate technical issues.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Gather customer feedback and share it with the relevant teams to improve the product and user experience.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Keep customers informed on the status of their open cases and feature requests.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Join customer calls when needed to dig into issues and align on next steps.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Handle 2–3 live chats a day, giving customers quick answers in real time.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Maintain and expand the Fluix Knowledge Base as the product evolves.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Cover occasional evening shifts (19:00–23:00 Ukraine time), shared across the team — typically about three in one week per month and one in each remaining week, on top of standard 11:00–19:00 hours.</li> </ul> <p>&nbsp;</p> <p><strong>About you:</strong></p> <ul> <li class="font-claude-response-body whitespace-normal break-words pl-2">You have 1+ years in a customer support role in IT.</li> <li>Fluent English, spoken and written</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You're tech-savvy and comfortable with modern technologies: API integrations, how servers work, cloud integration, and the iOS/Mac ecosystem.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You've worked with support and project tools (Zendesk, JIRA/Confluence or similar) and CRM systems (e.g., HubSpot) — and you pick up new software fast.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You understand the B2B product lifecycle and stay aligned with the latest tech trends.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You're highly organized, proactive, and comfortable working autonomously while juggling multiple priorities.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">You're a clear, genuine communicator who's passionate about customer experience.</li> <li class="font-claude-response-body whitespace-normal break-words pl-2">Fluent English, spoken and written</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p><div class="content-conclusion"><p><strong>What you will get at Readdle:</strong></p> <ul> <li><strong>Customer-centric culture. </strong>We put our users at the heart of everything we do. Every team member has the opportunity to engage directly with customers, gaining insights that shape meaningful, delightful experiences for millions worldwide.</li> <li><strong>Relentless growth. </strong>We’re committed to mastery in our craft. We take ownership of our work, decisions, and outcomes, and we see feedback as a catalyst for growth. Every challenge is an opportunity to learn, evolve, and raise the bar.</li> <li><strong>Exceptional people, exceptional team. </strong>Our greatest strength is our people. We care deeply about each other, work transparently, and celebrate collective success. Together, we build an environment where everyone can do their best work and grow beyond their potential.</li> <li><strong>Real impact. </strong>We design products that truly matter. Our focus is on delivering tangible value, simplifying complexity, pushing boundaries, and continuously improving how we build and deliver solutions to our users.</li> <li><strong>Culture of innovation.&nbsp;</strong>We embrace curiosity and creativity in everything we do. Fresh ideas are not just welcomed, they’re expected, celebrated, and turned into real innovations that shape the future of our products and company.</li> </ul></div>