Support Specialist L1 at SplitMetrics

SplitMetrics is seeking a Support Specialist L1 to join their team. This role is remote and based in Serbia. The Support Specialist will champion SplitMetrics' best practices and assist customers with their inquiries. SplitMetrics is a global software company that provides an ecosystem of products and services designed to drive growth for mobile-first businesses. They offer platforms for Apple Search Ads automation, A/B testing, and a full-service mobile marketing agency. The Support Specialist will:

• Communicate with customers via Intercom in-app chat.
• Take ownership of customer issues and ensure resolution.
• Escalate problems to internal teams as needed.
• Follow support processes and best practices.
• Pass customer feedback to the Product team and provide updates.
• Collaborate with Sales & Customer Success teams.
• Create and update how-to guides and articles for the Help Center.
• Create short how-to videos.
• Participate in small projects.

The ideal candidate will have:

• 2+ years of experience in customer support or a customer-facing role.
• Ability to create training materials.
• Experience working with B2B and B2C clients.
• Excellent written and verbal English communication skills (C1).
• Passion for helping customers succeed.
• Excellent discipline and responsibility.

SplitMetrics offers:

• Vacation and public holidays.
• Additional PTOs annually.
• Medical insurance/healthcare compensation.
• Paid sick leave.
• Online/offline conferences and industry events.
• Internal courses for professional development.
• Flexible working schedule.
• Remote-first working environment.
• Coworking costs coverage.