Objective
Providing quality support to clients
Ensuring stability of client product image stability
Measured by:
Response time
Customer and CSM satisfaction
Support participation (participation in at least 20% of all incoming requests)
Image processing stability, suggestions for improvements
KEY SUCCESS INDICATORS
Median first response time and overall median response time on Intercom under 5 minutes
Customer satisfaction on Intercom over 90%
CSM satisfaction on Jira higher than 4/5
Participation in at least 20% of all incoming requests
Number of failed image processing requests lower than 1M in 24 hours
KEY RESPONSIBILITY AREAS
Client direct support on Intercom
Internal support on Jira and Slack channel product-support
Image processing stability
Must-haves:
Communication skills
Patience & empathy
Basic SQL ● Fluent English - both written and verbal
Knowledge of APIs (FB GraphAPI, GA API)
Advanced Logs understanding (Graylog)
Deep understanding of image processing in Meta and in ROI Hunter
Browser development tools
Should-haves:
Hands on AI Experience
Marketing strategies
Technical writing skills
