About this role
Objective
- Providing quality support to clients
- Ensuring stability of client product image stability
Measured by:
- Response time
- Customer and CSM satisfaction
- Support participation (participation in at least 20% of all incoming requests)
- Image processing stability, suggestions for improvements
KEY SUCCESS INDICATORS
- Median first response time and overall median response time on Intercom under 5 minutes
- Customer satisfaction on Intercom over 90%
- CSM satisfaction on Jira higher than 4/5
- Participation in at least 20% of all incoming requests
- Number of failed image processing requests lower than 1M in 24 hours
KEY RESPONSIBILITY AREAS
- Client direct support on Intercom
- Internal support on Jira and Slack channel product-support
- Image processing stability
Must-haves:
- Communication skills
- Patience & empathy
- Basic SQL ● Fluent English - both written and verbal
- Knowledge of APIs (FB GraphAPI, GA API)
- Advanced Logs understanding (Graylog)
- Deep understanding of image processing in Meta and in ROI Hunter
- Browser development tools
Should-haves:
- Hands on AI Experience
- Marketing strategies
- Technical writing skills