Support Manager

Role overview

This opportunity is being shared for a partner employer, which will handle applications and the remaining hiring steps. The hiring company is seeking a Support Manager located in Ireland.

This fully remote position is centered on providing thoughtful, user-focused support for modern hardware and software products used by a global, tech-oriented audience. In this role, you will be the main contact for users, helping them work through technical, operational, and product-related challenges through several communication channels. You will contribute to a smooth support experience by digging into incidents, determining underlying causes, and working with internal teams to drive resolution. The role also involves acting as the connection point between users and product, engineering, and logistics teams by raising bugs and unusual cases. Success in this position depends on empathy, clear communication, and a methodical approach to problem-solving. It is a highly collaborative environment where customer feedback is directly used to shape product improvements.

Key responsibilities

• Respond to user questions across multiple channels, with email as the main channel and possible growth into chat support, while keeping replies prompt and accurate.
• Look into reported issues thoroughly by collecting context, tracing the root cause, and offering practical resolutions.
• Route bugs, incidents, and complex situations to the right internal teams, including development, logistics, and operations, so they can be addressed effectively.
• Manage returns, replacements, and related logistics workflows while keeping the user informed and the process clear.
• Gather, organize, and review customer feedback to help improve product quality, support materials, and support operations.
• Maintain a consistently high standard of communication so that every interaction strengthens the overall customer experience.

Requirements

• At least 1.5 years of experience in technical support or customer support in a technology or product-focused setting.
• Practical experience with ticketing tools such as Zendesk for handling, tracking, and resolving customer requests.
• Strong analytical and investigative ability to examine user issues, collect the right details, and prepare clear escalation notes.
• Excellent written English with an emphasis on clarity, empathy, and a customer-first tone.
• Comfort working independently, setting priorities, and actively seeking solutions without close supervision.
• Good resilience under pressure and the ability to manage challenging or negative interactions in a constructive way.
• Native-level Russian and English proficiency at B2 level or above are mandatory.
• Experience with e-commerce support workflows and basic Jira knowledge would be an advantage.

Benefits

• Flexible working setup with options for remote, hybrid, or office-based work depending on preference.
• Company-provided equipment to support a comfortable and productive home setup.
• Health and wellness support that may include medical insurance, sports programs, language learning courses, and therapy assistance.
• Flexible hours with a five-day workweek and adaptable start times.
• Opportunity to work on innovative consumer hardware and software products with a worldwide community.
• Close collaboration with engineering, logistics, and product teams across functions.

Application and data handling

Applications and next steps are managed by the partner company rather than directly here. The hiring process uses an AI-assisted matching approach to review applicants quickly and consistently against the role’s core criteria, after which a shortlist is passed to the employer for interviews and assessments.

By applying, candidates acknowledge that personal data will be processed to assess candidacy and shared with the hiring employer under applicable data protection rules, including GDPR. Applicants may exercise rights such as access, correction, deletion, and objection at any time. AI tools may support parts of the screening process, including resume review and response analysis, but human decision-making remains responsible for the final hiring outcome.