Associate Customer Support Manager - Fluix

Readdle is a pioneering force in the personal productivity space on Apple devices, dedicated to enhancing efficiency and creativity through innovative technology. They are seeking an Associate Customer Support Manager to provide exceptional service to customers, educate them on product use, and serve as the liaison between customers and the product engineering team.

Responsibilities:

• Check incoming emails and respond to support requests, prioritizing by urgency and impact
• Create tickets for the engineering team to investigate technical issues
• Gather customer feedback and share it with the relevant teams to improve the product and user experience
• Keep customers informed on the status of their open cases and feature requests
• Join customer calls when needed to dig into issues and align on next steps
• Handle 2–3 live chats a day, giving customers quick answers in real time
• Maintain and expand the Fluix Knowledge Base as the product evolves
• 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

Requirements:

• 1+ years in a customer support role in IT
• Fluent English, spoken and written
• Tech-savvy and comfortable with modern technologies: API integrations, how servers work, cloud integration, and the iOS/Mac ecosystem
• Experience with support and project tools (Zendesk, JIRA/Confluence or similar) and CRM systems (e.g., HubSpot)
• Understanding of the B2B product lifecycle and alignment with the latest tech trends
• Highly organized, proactive, and comfortable working autonomously while juggling multiple priorities
• Clear, genuine communicator who's passionate about customer experience