Customer Support Manager

Summary

Join Whatagraph, a company empowering global digital marketing agencies, as their Customer Support Manager. You will provide exceptional care to EMEA and NA customers, building strong relationships and driving product adoption. Responsibilities include supporting customers via live chat and video calls, fostering positive relationships, gathering customer feedback, creating helpful content, and proposing process improvements. The ideal candidate possesses 1+ years of customer support experience in tech/SaaS, exceptional written/spoken English, a proactive mindset, and the ability to explain technical concepts clearly. You must thrive in a fast-paced environment and be available to work NA business hours. Whatagraph offers competitive compensation, including a bonus, an Employee Stock Ownership Program, healthcare allowance, paid wellness days, and opportunities for professional growth within an international environment.

Requirements

• 1+ year in a Customer Support or customer-facing role, in tech, software or SaaS environments
• Exceptional written and spoken English, enabling clear and persuasive communication across diverse audiences
• A proactive, customer-first mindset with strong ownership and a drive to go above and beyond for assigned customer cases
• Ability to grasp new technologies quickly and explain technical concepts clearly
• Thrive in a fast-paced, international B2B SaaS environment with a passion for continuous self-development and personal growth
• Availability to work NA business hours (15:00 - 24:00 GMT+3)
• Experience with live chat support (Intercom preferred or similar tools

Responsibilities

• Support our customers via live chat (and occasionally via video calls), helping them resolve issues and unlock value from the platform
• Foster and maintain positive relationships by ensuring our customers feel heard, supported and set up for success
• Gather and analyze customer feedback to help shape improvements in both our product and processes
• Contribute to the Help Center by writing helpful articles, recording tutorials, or creating support resources
• Propose and help implement improvements that enhance the support experience

Benefits

• Compensation: from €1,500/month gross base + 20% bonus, depending on your skills and experience
• Share in the company's success: Opportunity to participate in our Employee Stock Ownership Program
• Emotional and physical well-being: Healthcare allowance and paid wellness days to keep your well-being in check
• A product that grows: We believe in creating what matters. Our evolving platform helps marketing professionals understand their performance data. You'll play a key role in communicating its value to our customers
• A role where you will grow: You’re in charge of your own growth here, and will have full freedom to focus where you prefer. Your manager will also support you via regular performance reviews, 1:1s, and help you set actionable growth goals
• An international environment: You'll work within an international market, alongside our global teams spread across Europe and Africa, from Amsterdam and Nairobi to Vilnius and Warsaw
• A top tier tech stack : You’ll have full access to the software necessary to enable your success