L1 Support Specialist (Evening Shifts)

SplitMetrics is a global software company offering an ecosystem of products and services that serve as a growth engine for top mobile-first businesses worldwide. Our ecosystem includes:

• SplitMetrics Acquire, a platform for automating and optimizing Apple Ads. 

• SplitMetrics Agency, a full-service mobile marketing agency staffed by top experts.

• SplitMetrics Optimize, an A/B testing platform recognized as the ASO Tool of the Year.

• App Radar by SplitMetrics: an ASO platform with advanced keyword and competitor insights.

• For almost 10 years, we've been at the forefront of the mobile marketing industry, providing an ecosystem of market-leading technologies.

• An Apple Ads Partner, SplitMetrics is the 1st company to build the Apple Ads management platform. 

• Working with top mobile companies and brands globally: Skyscanner, Glovo, Flo, Babbel, Wooga and many more.

• Generating an impressive transaction volume, with over $1 billion in ad spend flowing through our ecosystem.

• Integrated AI into our strategic approach since 2023.

• Effectively collaborate across 20+ countries with a remote-first and supportive culture.

About the role: 

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.

In this role, you will: 

• Communicate with customers via the Intercom in-app chat.

• Working evening shifts from 1 PM to 9 PM CET.

• 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.

How we measure the success in this role:

• 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.

About you:

• 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 skill.

• Time Off: Vacation and public holidays following your country's regulations. Additional 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.

At SplitMetrics, our values are not just words — they guide everything we do. To achieve our ambitious goals and maintain success, we stand united by our core behaviors:

• Move Fast

• Get Sh*t Done

• Build Together

• Strive for Transparency

• Own What You Do

• Learn + Share = Excel

Remote Hiring Guidelines: At SplitMetrics, we welcome team members from various countries. While all our roles are remote, certain positions may have specific eligibility requirements based on location. Our Talent Acquisition team can help answer any questions about location after starting the recruiting process.