Support Manager

Hi! This is the Flipper team.

We are the creators of Flipper Zero - a portable device for tech enthusiasts and engineers. It's a gadget with an awesome community that brings together millions of people around the world.

We're building new products:

• Flipper One - a full-featured ARM-based computer running Linux in a compact form factor, powered by the Rockchip RK3576 SoC.

• BUSY - a unified ecosystem combining the BUSY Bar smart productivity multi-tool with the cross-platform BUSY App to help users stay focused and fight off notifications, social media, and all the other brainrot.

We are looking for a Support Manager to join our team. You will be the primary point of contact for our users, helping them resolve technical and logistical issues, investigating incidents, and ensuring that every interaction leaves a positive impression. You will also act as the bridge between our users and the product teams, escalating critical bugs and corner cases.

Responsibilities:

• Handle user inquiries across multiple channels (e-mail, with potential expansion to online chats in the future)

• Investigate user incidents thoroughly to identify root causes and provide accurate solutions

• Escalate critical problems, bug reports, and corner cases to the relevant cross-functional teams (development, logistics, etc.)

• Manage product returns and replacements, ensuring a smooth and transparent process for the user

• Collect and structure user feedback to help improve our products and documentation

Requirements:

Hard skills:

• 1.5+ years of experience in Technical Support

• Experience with ticketing systems (Zendesk is highly preferred)

• Strong skills in investigating client issues and gathering detailed information for escalation

Soft skills:

• Strong customer orientation and empathy

• Stress resistance and the ability to handle negativity constructively

• Attention to detail

• Excellent written communication skills

• Ability to work independently, search for information, and make decisions proactively

Language: Russian (native), English (B2 or higher)

Nice-to-haves:

• Experience in e-commerce (processing requests related to delivery and returns)

• Basic experience with Jira (creating tickets, commenting, tracking and changing statuses)

What we offer:

• Choose your work format: office, hybrid, or fully remote from anywhere in the world

• You will be provided with all the necessary equipment for a comfortable working environment

• Benefits such as VHI, corporate sports, foreign language courses, and therapy sessions

• A five-day workweek with a flexible start to the working day