Support Specialist, SplitMetrics
More information about location
Mobile app marketing & growth solutions
Job no longer available
Mobile app marketing & growth solutions
101-200 employees
Job no longer available
More information about location
101-200 employees
Company mission
To enable everyone to launch a mobile app or game and grow it into a successful business easier and faster.
Role
Who you are
- 1+ year of experience in customer support or customer-facing roles in tech companies
- B2+ English proficiency
- Strong problem-solving and technical troubleshooting skills
- Excellent written and verbal communication skills
- Ability to manage time effectively and prioritize tasks
- Strong attention to detail and a customer-first mindset
- Experience with customer service tools (e.g., Intercom, Zendesk)
- Experience with help center article creation
- Experience with utilizing AI-based tools for personal and work-related projects
- Experience with helping video creation is a plus
- Ability to work independently and as part of a team
- Basic project management skills for supporting small projects
What the job involves
- The L1 Support Manager provides assistance to users across our ecosystem, including SpliMetrics Acquire, Optimize, and AppRadar, via Intercom in-app chat
- This role focuses on resolving customer inquiries and creating help materials, such as articles and how-to videos, to enhance self-service support
- Collaboration with Product, Sales, and Customer Success teams ensures a smooth customer experience and continuous product improvement
- Communicate with customers via the Intercom in-app chat
- Take ownership of customer issues and see them through to resolution
- Escalate a problem to other internal teams as appropriate
- Follow support processes and best practices
- Pass on customer feedback to the Product team and provide users with updates about the upcoming features
- Collaborate with Sales, Customer Success & PMM teams
- Create and update how-to guides and feature overview articles for our Help Centre
- Create short how-to videos with the description of our product and features (screenshare of the product + AI voice on the background)
- Create Playbook documentation describing processes and feature peculiarities to share knowledge with the set of the team
- Small projects participation e.g. Product Tours creation, feature overview videos for Sales and CS, onboarding support for new customers, etc
- KPIs: # of cases resolved monthly, CSAT, SLA, NPS, # of articles written, # of videos recorded
- UVP: A reliable, efficient, and scalable frontline support function that enhances customer experience, ensures customer satisfaction and retention, reduces friction, and drives self-sufficiency
Our take
Nowadays, almost anyone can make a mobile app or game, but creating a successful one depends heavily on how it is presented to potential users. SplitMetrics is a global software company delivering products and services to help mobile-first businesses market their creations and simplify their way to success.
As an Apple Search Ads partner, SplitMetrics enables app and game developers and marketers to automate and optimize marketing for the app store, with capabilities including concept validation, A/B testing and market analysis.
As one of a number of mobile-first marketing tech companies, the company finds itself in a crowded space but stands out for consistently being named a top performer. A 2022 rebrand saw the company presenting itself in a "more stable, mature" light, whilst emphasising it will remain dynamic as it continues expanding current products and building new ones.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Time Off: Vacation and public holidays following your country's regulations. Additional 6 PTOs annually for personal rejuvenation
- Health and Wellness: Medical insurance or health care compensation. Paid sick leave to prioritize your well-being
- Professional Development: Top online/offline conferences and mobile industry events. Internal courses for continuous professional development
- Performance and Growth: Micro-management-free and supportive management style. Semi-annual performance review sessions. New career opportunities through our internal mobility program
- Team Engagement: Corporate online events and offline team retreats. Collaboration between teams through shared OKRs. Environment conducive to open dialogue and constructive feedback
- Work Flexibility: Flexible working schedule for a better work-life balance. Remote-first working environment
- Workspace Options: Coworking costs coverage program. Office hubs in key locations for a convenient and productive work environment
Company HQ
Southbridge, Pennsville, DE
Leadership
Max Kamenkov
(Founder & CEO)Also CEO and Co-Founder of SearchAdsHQ and of AppGrowthLab. Former Solutions Architect at PandaDoc.
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