Job Description
Readdle is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.
Fluix is Readdle's first B2B product, helping companies automate field operations and boost productivity across construction, energy, aviation, and other industries. Our solution is trusted by the world’s leading companies.
We are looking for a mature, customer-oriented person ready to take on a challenge and grow within our Customer Support team. As a Customer Support Manager, you will be the primary point of contact for our customers, providing real-time support and exceptional service — the Fluix voice for the global companies that trust their business to our team.
You will also develop and nurture strong working relationships with customers, helping them get the most out of Fluix by educating them, responding to their needs, and proactively reaching out to spot high-potential accounts and encourage upsells. As the main liaison between customers and the product engineering team, you'll directly contribute to the product action plans.
What will you do:
- 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.
About you:
- You have 1+ years in a customer support role in IT.
- Fluent English, spoken and written
- You're tech-savvy and comfortable with modern technologies: API integrations, how servers work, cloud integration, and the iOS/Mac ecosystem.
- You've worked with support and project tools (Zendesk, JIRA/Confluence or similar) and CRM systems (e.g., HubSpot) — and you pick up new software fast.
- You understand the B2B product lifecycle and stay aligned with the latest tech trends.
- You're highly organized, proactive, and comfortable working autonomously while juggling multiple priorities.
- You're a clear, genuine communicator who's passionate about customer experience.
- Fluent English, spoken and written
What you will get at Readdle:
- Customer-centric culture. We put our users at the heart of everything we do. Every team member has the opportunity to engage directly with customers, gaining insights that shape meaningful, delightful experiences for millions worldwide.
- Relentless growth. We’re committed to mastery in our craft. We take ownership of our work, decisions, and outcomes, and we see feedback as a catalyst for growth. Every challenge is an opportunity to learn, evolve, and raise the bar.
- Exceptional people, exceptional team. Our greatest strength is our people. We care deeply about each other, work transparently, and celebrate collective success. Together, we build an environment where everyone can do their best work and grow beyond their potential.
- Real impact. We design products that truly matter. Our focus is on delivering tangible value, simplifying complexity, pushing boundaries, and continuously improving how we build and deliver solutions to our users.
- Culture of innovation. We embrace curiosity and creativity in everything we do. Fresh ideas are not just welcomed, they’re expected, celebrated, and turned into real innovations that shape the future of our products and company.