Customer Support Manager (Middle)

PeopleForce is the core of modern employee management. Our comprehensive HR platform is built for easy and efficient management of the entire employee experience. We offer innovative, streamlined HR solutions globally — not only simplifying HR processes but also enhancing the way businesses and employees interact.

We value a high-performance culture and believe in each individual's potential. We're looking for enthusiastic problem-solvers who are excited about shaping the future of HR Tech. Join us to help transform traditional HR into a dynamic, efficient, and user-friendly experience.

We are currently looking for a Customer Support Manager with 1–3 years of experience in SaaS or IT projects to join our growing support team.

Requirements:

• 1–3 years of experience in a customer support role;
• English at B2 level or above; knowledge of an additional language is a plus;
• Experience configuring products or systems for clients is a strong plus;
• Critical thinker and detail-oriented problem-solver;
• Excellent verbal and written communication skills, with the ability to understand and analyze issues with minimal context;
• Curious, quick learner with a strong sense of initiative;
• General IT literacy with the ability to guide customers through solutions via chat, email, or other channels;
• Understanding of general business processes;
• Strong time management skills with the ability to prioritize effectively and stay flexible;
• Comfortable in a fast-paced, team-based environment;
• Strong conflict resolution skills;
• Experience using Intercom or similar live chat solutions is a plus;
• Ability to multitask across multiple platforms and tools.

Responsibilities:

• Respond to customer inquiries and service requests via chat, email, and other department-adopted tools;
• Understand customer issues, research solutions, and provide clear and accurate responses;
• Resolve customer issues through education, troubleshooting, or appropriate escalation;
• Document customer interactions — including issue details and actions taken — in the company's CRM or designated system;
• Build strong relationships with customers and help them get maximum value from PeopleForce;
• Meet or exceed departmental productivity and quality goals while maintaining a high level of customer service;
• Escalate unresolved issues to the appropriate team members following the defined escalation process;
• Provide structured feedback to management on feature requests, product gaps, and recurring customer pain points;
• Perform additional duties as assigned by management.

What We Offer:

• 100% remote role with flexible schedule (Mon–Fri).
• Work with a young, modern team of professionals in a fast-growing B2B SaaS HR tech product company with ambitious goals.
• Learning and development: as we like our business growing fast, there’s absolute support to invest in our team members’ self-development.
• Medical insurance and corporate benefits after 3 months of trial period.
• Modern equipment, M1 MacBook, set up your home office and be productive.
• Paid 20 days of annual leave and 10 days of sick leave.
• Opportunities for skill development and career advancement.

If you are a customer-focused professional with experience in SaaS support, strong problem-solving skills, and a passion for helping customers succeed, we would love to hear from you.

Join PeopleForce and play an important role in delivering exceptional customer experiences, supporting our growing client base, and contributing to the continued success of our HR Tech product.