Technical User Support Manager

About Safe and the team

Safe is the account abstraction leader on Ethereum and the EVM with the most secure smart account infrastructure and platform. Our mission is to accelerate the transition to smart accounts. For more information about Safe, check out our website.

You’ll be joining a growing team that currently includes 70+ people overall. This role is based in Berlin (🇩🇪).Most of our team is based in Berlin, Germany, but we also have awesome teammates in Switzerland 🇨🇭, Spain 🇪🇸, Portugal 🇵🇹, UK 🇬🇧, and other countries.

💻 About the role:

As a Technical User Support Manager, you will be responsible for owning the user relationship of Safe’s flagship wallet application, elevate our second-level support to increase user happiness, and enhance efficiency by leveraging tools and processes.  

Additionally, by providing exceptional user support through our Help Center, we aim to better inform our roadmap initiatives based on real user feedback and support requests and create guides and documentation.

🗃️ What you will be doing:

• Hands-on ownership of the user relationship of Safe Wallet.
• Manage and continuously improve our internal support process to triage and solve requests.
• Identify support trends and product issues.
• Write clear and well-structured documentation on service tickets and follow up to ensure resolution.
• Improve collaboration with external support teams.

🎒 What you will bring:

• 3+ years experience working in user support roles for a software project.
• Experience working with user support platforms like Intercom/Zendesk.
• Experience with hands-on software development / coding.
• Strong problem-solving abilities to diagnose and resolve technical issues efficiently.
• Experience in managing processes and projects.
• Experience using a wallet
• Basic understanding of blockchains
• Excellent verbal and written communication skills.

➕ Nice to have:

• Experience working in a web3 user support role.
• Experience working as a software developer.
• Experience using AI to assist with user support.
• Basic understanding of Smart Contracts.
• Enthusiasm about open-source software, decentralization and non-custodial ownership.

🎁 What we can offer you:

• 🚀 Tech Marvels for Your Workspace: Hardware and home working budget
• 📚 Ignite Your Genius: Personal Education and Conference Budgets
• 🌟 Friday Adventures: Unleash Your Creativity and Explore our Ecosystem!
• ⌛ Time Freedom: Flexible Schedules and Hybrid Work Nirvana!
• 🌆 Office Space in Berlin Alexanderplatz

Please apply with your English resume.

Variety is the spice of life and a celebrated component of our culture. At Safe, we strive to create an inclusive environment that empowers our employees. We believe that our products and services benefit from our diverse backgrounds and experiences and are proud to be an equal opportunity employer: all qualified applicants are considered for positions regardless of race, ethnic origin, age, religion or belief, marital status, gender identification, sexual orientation, or physical ability.