About Flipper
We are the creators of Flipper Zero - a portable device for tech enthusiasts and engineers. We are currently developing new hardware and software products, including Flipper One and the BUSY productivity ecosystem.
The Role
We are looking for a Support Manager to join our team. You will be the primary point of contact for our users, helping them resolve technical and logistical issues, investigating incidents, and ensuring that every interaction leaves a positive impression. You will also act as the bridge between our users and the product teams, escalating critical bugs and corner cases.
Responsibilities
- Handle user inquiries across multiple channels (e-mail, with potential expansion to online chats in the future).
- Investigate user incidents thoroughly to identify root causes and provide accurate solutions.
- Escalate critical problems, bug reports, and corner cases to the relevant cross-functional teams (development, logistics, etc.).
- Manage product returns and replacements, ensuring a smooth and transparent process for the user.
- Collect and structure user feedback to help improve our products and documentation.
Requirements
- 1.5+ years of experience in Technical Support.
- Experience with ticketing systems (Zendesk is highly preferred).
- Strong skills in investigating client issues and gathering detailed information for escalation.
- Native proficiency in Russian and B2+ proficiency in English.
- Experience in e-commerce and experience with Jira are considered nice-to-haves.
What We Offer
- Flexible work format: office, hybrid, or fully remote from anywhere in the world.
- Necessary equipment provided for a comfortable working environment.
- Benefits such as VHI, corporate sports, foreign language courses, and therapy sessions.
- Five-day workweek with a flexible start to the working day.