SplitMetrics
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.
Our Culture
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
What is there for you?
- 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.
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.
