Customer Support Manager - Remote

The role

We are looking for a Customer Support Manager to join our Account Management team.Your Responsibilities - Get to know Narvi’s products, services, and platform - Respond promptly and professionally to customer inquiries, questions, and complaints via the Zammad ticketing system - Provide accurate and detailed information about Narvi’s products, services, and platform functionalities - Troubleshoot and resolve customer issues related to onboarding, transactions, and technical difficulties - Collaborate with internal teams, including development and product, to address complex customer issues and provide effective solutions - Proactively identify patterns or trends in customer inquiries and provide feedback to improve product features and user experience - Assist in creating and updating customer support documentation, including FAQs, knowledge base articles, and user guides - Take a lead role in identifying opportunities for automation within the customer support workflow, including developing and implementing automation solutions to streamline processes and improve efficiency What You Bring - 1–3 years of experience in a customer support, client support, or account management role - Experience using customer support software and tools for ticket management and communication, such as Zendesk or Zammad - Strong verbal and written communication skills in English - Excellent problem-solving and analytical skills - Patience, empathy, and a genuine passion for providing exceptional customer service - Previous experience or general understanding of payment flows, banking services, SEPA, or SWIFT would be a plus Language Skills - English: C1+ - Other languages are a plus What We Offer - Full-time role - Remote or hybrid work setup in Helsinki or Warsaw - Real flexibility, not just lip service — work hours that fit your life and the business - Clear responsibilities, open communication, and a practical work environment without unnecessary bureaucracy - Occasional travel for international conferences and business events ContactPlease feel free to reach out to the Hiring Manager, Ekaterina Tolstova, at [email protected] now