ManyChat
ManyChat
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Customer Support Agent
Yerevan
Night shift: 8 PM - 4 AM or 4 AM - 12 AM (UTC+4)
ManyChat is a marketing chatbot platform that helps businesses build meaningful communications with their customers on Facebook, Instagram and WhatsApp. Using ManyChat they can scale lead generation, increase engagement, launch marketing campaigns and provide 24/7 customer support.
More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.

Most of ManyChat users don't have a marketing team, but they know how to brew coffee, sew mittens and make chairs. We take on some of their marketing tasks so they have more time to do what they do best. So we should understand our users as well as their customers.

The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.
We believe that the ability to make decisions and take responsibility are the keys to success.


About the role
Each day we get up to make the best product this industry has to offer while getting through constant pressure and our clients' queries that get more and more complicated.

Our technical support team is currently expanding, and we're looking for strong support agents. We need people who can handle a high load of customer requests and find unusual solutions to the usual problems.


What you'll do
  • Respond to customer queries in a timely and accurate way (we use Freshdesk);
  • Identify customer needs and help customers use specific features;
  • Update our internal databases with information about technical issues and useful discussions with customers;
  • Follow up with customers to ensure their technical issues are resolved;
  • Gather customer feedback and share with our Product, Sales, and Marketing teams;
  • Later you could assist in training junior Customer Support Representatives.

What is important for us
  • 1+ year experience in support team;
  • Fluent English (written and spoken). You will communicate with English-speaking users. You'll also need to speak English with European team members;
  • Native Russian. Our support team is Russian-speaking, and a part of our internal processes (meetings, documentation) is set up in Russian, so Russian native speakers are preferred;
  • Self-management skills;
  • Ability to make decisions and take responsibility;
  • Teamwork skills;
  • Basic understanding of software development;
  • Experience in using help desk software and ticketing system.

We offer
  • Limitless growth. The market we're working in is growing every day. This is your chance to join a strong skyrocketing team and satisfy your strongest ambitions. And you don't have to become a manager to achieve that. This is the chance to live through an exciting production story.
  • Official employment and salary, participation in conferences.
  • MacBook Pro is provided. Also voluntary medical insurance, fitness discounts, corporate English courses (Skyeng and ITalki).
  • 5/2 working schedule with one day off on a weekday and one working day on the weekend.

Hiring process
It includes 3 steps:

  • Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment.;
  • Technical interview. We will solve a few tasks and discuss them;
  • Culture fit interview. You'll meet with the leadership team.
At each stage, you can ask questions and get feedback. The process usually takes one or two weeks, but it's worth it.

Customer Support Agent

Yerevan
Night shift: 8 PM - 4 AM or 4 AM - 12 AM (UTC+4)
ManyChat is a marketing chatbot platform that helps businesses build meaningful communications with their customers on Facebook, Instagram and WhatsApp. Using ManyChat they can scale lead generation, increase engagement, launch marketing campaigns and provide 24/7 customer support.More than one million companies use ManyChat all over the world: from a small bakery in New Jersey to the Department of Education in the Philippines.

Most of ManyChat users don't have a marketing team, but they know how to brew coffee, sew mittens and make chairs. We take on some of their marketing tasks so they have more time to do what they do best. So we should understand our users as well as their customers.

The main principles of working in ManyChat are fast decision-making, an easygoing atmosphere, and the ability to see our actions being paid off. We want to replace bureaucracy with transparent communications and replace management with freedom of initiative and responsible behavior.We believe that the ability to make decisions and take responsibility are the keys to success.

About the role
Each day we get up to make the best product this industry has to offer while getting through constant pressure and our clients' queries that get more and more complicated.

Our technical support team is currently expanding, and we're looking for strong support agents. We need people who can handle a high load of customer requests and find unusual solutions to the usual problems.

What you will do
  • Respond to customer queries in a timely and accurate way (we use Freshdesk);
  • Identify customer needs and help customers use specific features;
  • Update our internal databases with information about technical issues and useful discussions with customers;
  • Follow up with customers to ensure their technical issues are resolved;
  • Gather customer feedback and share with our Product, Sales, and Marketing teams;
  • Later you could assist in training junior Customer Support Representatives.

What is important for us
  • 1+ year experience in support team;
  • Fluent English (written and spoken). You will communicate with English-speaking users. You'll also need to speak English with European team members;
  • Native Russian. Our support team is Russian-speaking, and a part of our internal processes (meetings, documentation) is set up in Russian, so Russian native speakers are preferred;
  • Self-management skills;
  • Ability to make decisions and take responsibility;
  • Teamwork skills;
  • Basic understanding of software development;
  • Experience in using help desk software and ticketing system.

We offer
  • Limitless growth. The market we're working in is growing every day. This is your chance to join a strong skyrocketing team and satisfy your strongest ambitions. And you don't have to become a manager to achieve that. This is the chance to live through an exciting production story.
  • Official employment and salary, participation in conferences.
  • MacBook Pro is provided. Also voluntary medical insurance, fitness discounts, corporate English courses (Skyeng and ITalki).
  • 5/2 working schedule with one day off on a weekday and one working day on the weekend.

Hiring process
It includes 3 steps:

  • Introduction. We will speak about the role and your experience. Please, be ready to complete a little test assignment.;
  • Technical interview. We will solve a few tasks and discuss them;
  • Culture fit interview. You'll meet with the leadership team.
At each stage, you can ask questions and get feedback. The process usually takes one or two weeks, but it's worth it.
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