Support Manager (SaaS, English-speaking customers)

About product
Our product is an AI marketing service for solo founders and small teams. Our customers are English-speaking founders from all over the world. They reach us through the website chat (Crisp) and the support inbox. An AI agent handles the first line. A human steps in where a decision, hands-on help or an account check is needed.
We are looking for a Support Manager to own this second line end to end: from understanding the request to the customer reply and the ticket for engineers.

What you will do
Handle customer conversations in Crisp and the support inbox in English. Reply fast, short and to the point, in one consistent company voice.
Find the real cause instead of repeating what the customer said. Before replying, check the account in our internal tools.
Bugs and feature requests: reproduce the issue, separate a bug from a product misunderstanding, describe the symptom and environment briefly, open a ClickUp ticket and tag the team in Slack. Get back to the customer once it is fixed.
Manual account operations.
Tools we work in: Claude, Crisp, Stripe, ClickUp, Slack, Clerk, internal admin panel, Gmail.

What we expect
1+ year in customer support for a SaaS or another online product.
Written English at B2 level.
A habit of checking first and replying second.
Resilience under pressure.
Attention to detail.
Ability to work independently.
Understanding of how social networks work (Reddit, X, Facebook, Instagram, Threads) at the level of an active user: connecting accounts, limits, bans, the difference between a page and a group.

Nice to have
Experience with Crisp, Intercom, Zendesk or a similar helpdesk.
Experience setting up and working with an AI support chatbot.
Confident use of Claude.
Background in marketing or SMM.
Basic understanding of how a web product works: what logs are, how to record a bug video, how to explain a problem to a developer.

What we offer
Health Insurance.
GYM.
English classes.
22 days off and 12 sick days.
Paid national holidays.
Teambuilding twice per year.
Welcome box.