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Customer Care Manager at Birch. Hi 👋. We are . Bïrch. . Our product is a mighty toolbox for all the things creative and growth marketing teams do — content creation, collaboration, and ad campaigns, all in one place. We’ve been in the game for over 8 years, trusted by 800+ companies and more than 5,500 marketers. With billions in ad spend running through our platform, we’re not just keeping up, we’re one of Meta’s fastest-growing partners and officially backed by both Meta and Google. Recently, we rebranded from Revealbot to Bïrch, and . we wrote about this transformation journey here. .. Why are we opening this hiring? To be frank, there are two reasons. The first is a happy one — one of our Customer Care Managers is heading on parental leave, and we’ll need backup during this exciting time 👶. The second is about growth. As Birch continues to expand, we want to make sure our clients get the best possible support. That means bringing in more hands to help them succeed with Birch.. 🌍 Who are we?. We’re a remote-first team of ˜35 spread around the world with an HQ in Barcelona. We’ve built one successful product and now transitioning to a broader vision. We hire globally and love meeting offline: last two years . we were in Barcelona. , the year before . in Istanbul. . Here’s . our team’s Instagram. that can show you more of who we are. We are a spicy mix of different cultures and backgrounds.. 🧑‍🎤 Who are you?. <. . . Your English is fluent and clear,. both spoken and written.. . . You have experience in client-facing roles. such as Support, Customer Success, Sales or Account Management.. . . You learn fast.. Both the digital marketing industry and our product are complex, so curiosity and the ability to dive in quickly are key.. . . You communicate with empathy. — listening first, understanding user needs, and suggesting solutions that truly help.. . . You’re flexible and adaptable,. able to switch between tasks, prioritize, and balance several things at once.. . . You can research and investigate problems independently,. get to the root cause, and then ask for help if needed.. . Bonus points if:. . You’re familiar with ad platforms like Meta, Google, TikTok, etc.. . You have experience working in B2B SaaS or other Tech companies. </aside>. . ✍🏼 What will you do?. You’ll join our fully remote, distributed Customer Success team of three Customer Care Managers, two Account Executives, and an Account Manager, reporting to Aigul, Head of Business Development. In three months after your join you’ll already be handling around 70% of user issues independently, fully understand how all product features work, and keep our response time under three minutes. By month six, you’ll be creating educational content (articles, videos, texts) and confidently resolving about 90% of in-chat requests on your own.. Your work areas:. . [ ] . Collaborate daily with Customer Care and Sales to nurture existing client. s, build relationships, resolve issues and help users get the most out of Birch. . [ ] . Communicate with clients and leads. mainly via in-app chat and email, with occasional online meetings.. . [ ] . Educate users on how the app works. , how to integrate their advertising platforms, set up automated rules, and troubleshoot problems.. . [ ] . Contribute to product development. by prioritizing feature requests, reporting bugs, and passing structured feedback to the product team.. . [ ] . Help create educational content. and knowledge base materials, including videos and articles.. . [ ] . Work cross-functionally with other teams. — supporting them with user stories and communications, and assisting with research and audience insights.. . [ ] . Work hours: 7:00–15:00 CET.. During vacation periods shifts may shift by ±2 hours, while keeping the same total hours. . . 🪩 What is our Customer Care like?. At Birch, Customer Care is about building real, lasting relationships with our clients — and turning those relationships into a community that trusts and enjoys what we do. The way we communicate comes down to a few simple principles:. . We continuously improve our product expertise. . We put product value over marketing hype. . We are committed to truly understand our customers and connect with them. . We choose quality over quantity. . We respect our brand, customers and partners equally. . If you’d like to get a feel for how this looks in practice, check out the . Bïrch Help Center. and our . educational YouTube library. .. Company Location: Georgia.