Customer support manager
Core
Managing global customer support operations for SaaS products serving CPG and pharmaceutical clients, handling technical issues, training, and knowledge base development.
Role type
Senior Customer Support Manager (Global)
Builds
Global support services, client training programs, and knowledge base documentation for international clients.
Domain
SaaS / CPG / Pharmaceuticals
Required skills
English (C1), Ukrainian, technical problem-solving, stakeholder management, training delivery, knowledge base management, AI tool usage, multichannel support (phone/chat/ticket), prioritization, cross-team collaboration.
Preferred skills
Experience with US/Canada support, experience in English-speaking environments, practical AI tool usage.
Responsibilities
Resolve technical client issues via phone/chat/ticket, prioritize and escalate complex tickets to L2/L3 or developers, present solutions to clients, manage client expectations, update and develop English-language knowledge base, translate documentation/UIs, conduct online client training.
Seniority
Senior, hands-on IC