Customer Support Platform Manager

1 week ago

Belgrade, Central Serbia Data-Driven Lab Full time €30,000 - €60,000 per year

Data-Driven Lab
is an international IT company headquartered in Belgrade. We develop products in different business industries like fintech, ed-tech, and analysis. Nowadays, our products are represented in 150 countries. Our goal is to make our products the most convenient in the world. We use research, data analysis, and optimized marketing to achieve our goal.

We are looking for a proactive and detail-oriented
Customer Support Platform Manager
to join our team. This role combines platform management, data analysis, and cross-functional project collaboration. You'll play a key part in optimizing customer support operations, maintaining and improving support tools.

Key Responsibilities

1. Platform Management

  • Manage multiple customer support and communication platforms (LiveChat, HelpDesk, ChatBot, CloudTalk, Intercom, Zendesk, AppFollow, Zapier).
  • Create and update user accounts based on team structure and operational logic.
  • Adjust platform workflows and logic to meet task requirements and analytical findings.
  • Implement minor UI or linguistic changes as needed.
  • Communicate with platform support teams and vendors when necessary.
  • Monitor platform updates and apply relevant changes in coordination with team leads or management.

2. Analytics

  • Provide analytical support for workflow optimization and cross-departmental initiatives.
  • Conduct data analysis using platform-specific reports and SQL queries.
  • Identify inefficiencies in current workflows and propose actionable improvements.

3. Project Participation

  • Participate in cross-functional projects related to Customer Support.
  • Act as a Platform Manager or Support Analyst in internal initiatives, contributing your expertise to ensure successful execution of new processes and tools.

Required Skills & Qualifications

Hard Skills

  • Basic SQL knowledge
  • Basic understanding of computer science principles
  • Introductory-level experience with data analysis and analytics
  • Strong analytical thinking and the ability to present findings clearly and impactfully
  • Advanced computer literacy (GSuite proficiency; Atlassian tools knowledge is a plus)
  • English proficiency at B2 level or higher
  • Familiarity with Customer Support workflows and CRM systems is a plus

Soft Skills

  • High adaptability to new tools, systems, and processes
  • Strong prioritization and time management skills
  • Excellent problem-solving ability
  • Clear and effective communication skills

We offer:

  • Ability to influence results and processes;
  • Modern tech stack and best global practices in work;
  • An active corporate life: interest clubs, corporate events;
  • Comfortable conditions: medical compensation, competitive salary, cozy and comfortable offices hybrid or fully remote working options;
  • Remote work: our employees live and work in 18 countries.

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