Customer Support Manager

Що робити

Run the front line. Own in-app chat, email, app store reviews and social DMs. Target: first response under [1 working hour] in business hours, 90% of conversations resolved without escalation.
Hit and defend the numbers. CSAT ≥ [4.5/5], contact rate per 100 active users trending down quarter on quarter, app store rating ≥ [4.5], median resolution time inside [4 hours]. Weekly reporting, no vanity metrics.
Build the self-serve layer. Write and maintain the help centre, in-app guides and macros so that the [top 20] recurring questions stop becoming tickets at all. Deflection is the main lever once user numbers grow.
Hold the advice boundary. You explain how the app works, what a figure means and where it came from — you do not give tax advice. You'll own the escalation path to our qualified accountant [/ partner practice] and the standard wording that keeps us on the right side of that line.
Bridge to Engineering and Product. Reproduce and triage bugs properly (steps, device, app version, screenshots), escalate with severity that means something, chase to resolution and close the loop with the user. Bring Product a monthly digest of the top pain points with volumes attached — not anecdotes.

Experience supporting a fintech, accounting, payroll or tax product.
AAT / bookkeeping study, or practical experience with HMRC Self Assessment, MTD, VAT.
Built a help centre or support function from scratch.
Mobile-specific support experience: app store review management, release cycles, device-level debugging.
Rapidum is an equal opportunities employer. We assess every application against the requirements above and nothing else.*