Fluix is the first b2b product by Readdle that helps companies automate their day-to-day field operations and optimize productivity. Our solution is trusted by the world’s leading companies from the construction, energy, transportation, and other industries.

We are looking for a mature, customer-oriented person, ready to accept a challenge and take over support responsibilities with additional scope in assisting our sales team. As a Support Manager, you will be the first point of contact for customers and leads and will provide them with real-time support and truly exceptional service. No template letters, no easy tasks. Instead, you’ll be the Fluix voice for the global companies who trust their business to our team. 

Additionally, you will develop and nurture good working relationships with customers, help them get the most out of Fluix by educating, training, and responding to their needs, proactively contacting them to spot high potentials, and encourage upsells. 

Being the main liaison between the customers and the product engineering team, you’ll be able to contribute to the product action plans.

What you will do:

• Check the incoming emails and answer them according to the priority depending on the type of request
• Create tickets for the engineering team to investigate any technical issues or for the product team if it’s a valid request
• Be proactive when it comes to identifying potential issues and reaching out to the customers to further assist with this
• Monitor trial usage and reporting data with the help of our internal tools and systems
• Update customers who are waiting for the status of open support or feature requests
• Email or call a customer to assist them with setup or provide training in new functionality

Essential for the role:

• Fluency in speaking and writing in English (Upper-Intermediate and higher)
• 1+ year of experience in a customer support role in the IT industry (b2b SaaS will be a huge plus)
• Experience with using JIRA/Confluence and any other support tool
• Experience with CRM systems (e.g., Hubspot) with the ability to quickly learn new software
• Understanding of the b2b product lifecycle
• Be consistent when filling out data to the internal system
• Familiarity with modern technologies (knowledge of APIs, understanding of how servers work, WebDAV protocols, integration principles, iOS/Mac ecosystems)
• Ability to multi-task and work through problems independently
• Excellent written and verbal communication skills
• Focus on customer interaction to work on technical challenges
• B2 in German would be a huge plus

This is the right role if you are:

• Crazy about excellence in customer service
• Ready to follow the standards of communication our team already uses: finding the right balance between the voice of the customer when reporting issues and feature requests to the team and the voice of the team when replying to a customer from a product standpoint
• Tech-savvy and aligned with the latest tech market trends
• Highly organized and self-motivated
• 360° of curiosity
• Ready to work independently with minimal supervision
• Keen on learning other languages