Support Manager

компания "зефир девелопмент / zephyrmobile" zephyrmobile is a mobile-first games & utilities company that creates, develops, and publishes mobile games & apps. we create apps that aim at helping people to improve their lives by reducing stress impact, calming the mind, relieving anxiety and staying relaxed in any situation. zephyrmobile is best known for the live wallpapers app, which started as a popular utility in 2018 and became the most popular wallpapers app in appstore in 2019 / 2020. about 60 million people have installed this application on their iphone. now we are developing our portfolio of brain-puzzle games. the most successful games are: coloring by number hey color & water sort puzzle get color. more than 3m of people are playing our games monthly. we are currently looking for support manager to work with a cross-functional team (assist product/project managers, qa engineers). responsibilities: respond to user inquiries and handle complaints; collect users’ feedback & feature requests; arrange customer research and competitor analysis; work with a cross-functional team (assist product/project managers, qa engineers); track user sentiment in real time; provide regular feedback on common issues. gather and analyze user information; main kpis: app store / google play rating growth; % reviews updated by user; average first response time; tools stack: appbot, jira, zendesk, slack, miro. requirements: excellent written and verbal communication skills in both english and russian; patience and an eye for detail; solid knowledge of mobile app market; ability to dig into tech details when required; experience in relevant industries or call centers; ability to manage multiple projects simultaneously. nice to have:communication experience in american english;additional language skills.