User Support Manager

About the Company & Role

We are a fast-growing mobile entertainment platform redefining how audiences consume scripted content through premium, short-form vertical series designed for modern mobile viewing habits.

By combining cinematic storytelling with an AI-first product experience, we have rapidly grown into one of the highest-performing entertainment apps in the market, reaching the Top 10 highest-grossing apps in the United States in less than a year.

We are looking for a User Support Manager to take ownership of our entire support function. As the first dedicated support hire, you will have the unique opportunity to build support operations from the ground up, shape the user experience, and become the voice of our customers within the organization.

This is a highly impactful role where you will work closely with Product, CRM, Engineering, and Monetization teams to ensure users receive exceptional support while driving continuous improvements across the business.

Key Responsibilities

Support Operations

• Manage and resolve user support tickets across multiple channels, including in-app support, email, and web inquiries.
• Deliver fast, empathetic, and high-quality responses that reflect the company’s brand voice.
• Ensure a consistently positive user experience across all customer touchpoints.

Automation & AI-Powered Support

• Design and implement scalable support workflows using AI and automation tools.
• Build and optimize chatbot experiences, automated routing, macros, and self-service solutions.
• Continuously improve support efficiency while maintaining a high standard of customer satisfaction.

Data Analysis & User Insights

• Analyze support conversations and ticket data to identify recurring issues and user pain points.
• Surface actionable insights to Product, CRM, Engineering, and Monetization teams.
• Help improve user retention, engagement, and revenue through data-driven recommendations.

Knowledge Management

• Create and maintain a comprehensive knowledge base, FAQ resources, and internal support documentation.
• Develop self-service experiences that empower users and reduce overall ticket volume.
• Establish clear support processes and operational standards.

Quality & Performance Management

• Define support quality standards and best practices.
• Monitor and improve key support metrics such as:
  • Customer Satisfaction Score (CSAT)
  • First Response Time
  • Resolution Rate
  • Ticket Volume Trends
• Continuously optimize workflows and support performance.

Cross-Functional Collaboration

• Partner closely with CRM and Monetization teams to address user concerns related to:
  • Billing
  • Subscriptions
  • Coin purchases
  • Payment issues
• Act as the internal advocate for users by communicating customer feedback across departments.

Requirements

• 2+ years of experience in customer support, customer success, or another customer-facing role.
• Experience working within mobile applications, gaming, SaaS, entertainment, or digital media environments is highly preferred.
• Fluent English with excellent written and verbal communication skills.
• Hands-on experience with support platforms such as Intercom, Zendesk, or similar solutions.
• Experience building or optimizing support workflows, automation, and reporting systems.
• Strong analytical skills with the ability to identify trends and communicate findings effectively.
• Excellent organizational skills and the ability to manage high ticket volumes while maintaining quality.
• Strong customer empathy and a genuine passion for solving user problems.

Nice-to-Have Experience

• Experience in the gaming, streaming, media, or entertainment industries.
• Familiarity with CRM and analytics platforms such as Braze, Mixpanel, or similar tools.
• Experience building support operations from scratch within a startup environment.
• Knowledge of subscription and payment ecosystems, including:
  • Paddle
  • Apple In-App Purchases (IAP)
  • Google Play Billing
• Experience working closely with product and growth teams.

What Makes You Successful

• You are highly customer-focused and naturally empathetic.
• You enjoy creating structure and processes in fast-moving environments.
• You are comfortable combining operational execution with strategic thinking.
• You use data to make decisions and drive improvements.
• You embrace automation and AI as tools to scale support operations.
• You thrive in startup environments where ownership and initiative are highly valued.

Why Join Us?

Join a company reshaping how millions of people consume content through a completely new mobile-first viewing experience. Work at the intersection of world-class content production, AI-powered experiences, and cutting-edge product innovation. As our first User Support Manager, you will define the support function, build key processes, and influence company-wide decisions from day one. Join a talented and ambitious team of creators, operators, engineers, and product leaders working together to build something extraordinary. Your insights and initiatives will directly impact user satisfaction, retention, monetization, and overall product success.