Customer Support Manager

Own the support experience for HireWorklin_ users worldwide. Build processes, resolve disputes, and ensure every interaction strengthens trust in the platform.

• Manage all inbound support channels (email, in-app messaging, social) and maintain response time SLAs.
• Handle complex cases: payment disputes, account escalations, fraud reports, and contract disagreements between clients and freelancers.
• Build and maintain a comprehensive knowledge base, FAQ documentation, and onboarding guides.
• Identify recurring support themes and collaborate with Product to fix root causes and reduce ticket volume.
• Hire, train, and mentor support team members as the team scales.

• 3+ years of customer support or success experience, ideally in a marketplace, SaaS, or fintech environment.
• Exceptional written communication in English; you write with empathy, clarity, and professionalism.
• Experience with support tooling (Zendesk, Intercom, Freshdesk, or similar) and ticket management workflows.
• Strong problem-solving skills and the ability to de-escalate sensitive situations involving money and trust.
• Self-starter mentality; comfortable building processes from scratch in a fast-paced startup environment.

• Fluency in Dutch, German, or other European languages.
• Experience handling payment disputes and chargeback processes.
• Familiarity with Supabase or similar backend tools for investigating user issues.