Customer Support Manager

Customer Support Manager | Remote | Full-time | Independent Contractor

Be the voice of 15M+ learners, and build support from the ground up.

Zutobi is the #1 drivers ed app in the US, with 7+ years of making driver education feel more like a game than a chore. We're a Swedish-rooted EdTech company with 15.1M+ students, 200K+ five-star ratings, and a 95.8% pass rate. Apple has recognized us twice.

Now we need our first dedicated support owner. Not a ticket-closer, but someone who decides how our users get help, and builds the systems that let support scale.

What you'll do

• Own email support end-to-end: billing, subscriptions, refunds, login issues, product questions
• Reply to App Store and Google Play reviews, and help lift our ratings
• Guide users through Apple, Google and web payment flows
• Build the macros, help center and self-service content that cut ticket volume
• Set up and tune AI support (auto-replies, AI agents) to handle repetitive questions
• Turn ticket patterns into a monthly "voice of customer" report for product
• Reproduce bugs and escalate them clearly to engineering
• Define and track the metrics: response time, CSAT, contact rate, store rating

You're a great fit if you have

• 3+ years in customer support for a B2C app, SaaS or subscription product
• Warm, clear, concise written English
• Hands-on helpdesk experience (Zendesk, Intercom, Help Scout, Freshdesk or similar)
• Working knowledge of App Store / Google Play subscriptions, refunds and cancellations
• A self-directed way of working: you organize your own priorities
• A knack for spotting patterns in tickets and turning them into fixes

Bonus points

• You've been the first or only support person, or built a function from scratch
• You've set up AI support agents (Intercom Fin, Zendesk AI) or automations
• You've supported US consumers
• You've worked on review management, store ratings or cancellation-save flows
• You're comfortable with spreadsheets and dashboards

Why Zutobi

• Work directly with the CPO and product team, with real influence on the product
• Fully remote, full-time, long-term
• Paid vacation and sick days
• Fun company events and culture

Pay: Php80,000.00 - Php120,000.00 per month

Benefits:

• Additional leave
• Company events
• Flexible schedule
• Flextime
• Pay raise
• Promotion to permanent employee
• Work from home

Application Question(s):

• Years of experience as Customer Support for B2C app or subscription support.
• Have you handled App Store or Google Play subscription refunds and cancellations? Briefly describe how.
• How much is your expected monthly salary?
• How soon can you start upon receiving a job offer?

Work Location: Remote