Customer Support Lead, Prisma/Lensa

Palta is a multi-product tech platform developing several mobile apps focused on health and well-being with a combined audience of more than 50 million monthly active users. Our portfolio includes such successful companies as Flo (global leader in female health), Simple (12m+ downloads, the most popular intermittent fasting app in the US), Zing (personal fitness trainer), and more. 
The rapid portfolio growth is fuelled by the recently raised $100 million in a series B round led by VNV Global.

The app that won millions of hearts! ❤️

At Prisma Labs, we are developing a universe of creativity with our feature product Lensa winning the hearts of millions of digital creators. Lensa is a photo and video editing super app that uses AI (neural network technology, deep learning, and computer vision) to deliver the power of imagination to the world.

Our remote team is spread across the globe and comes together to make a spectacular product that is changing the photo and video arena. We value creativity, out-of-the-box thinking, and loving what you do, that's why we're looking for the best individual to join us!

If you love a challenge and you have the passion to do great things - you've come to the right place.

Prisma-chives

Our history and achievements in a nutshell.

• Back in 2016, Prisma was introduced to the world. Its AI style transfer won awards and allowed users to turn photos into art masterpieces. Can you imagine?
• Fast-forward to 2018, and our team introduced Lensa, a fully-fledged photo editor with a whole lotta AI power. One-tap edits, tons of photo processing options, and filters caught the attention of over 15 million people that download our app.
• In 2022 we launched our mind-blowing Magic Avatars. It’s not photo editing, nor a filter or an effect. It’s like nothing you have ever seen, we promise. Generate mind-blowing avatars in various art styles from your portraits with one of the most advanced AI ever created!

The future? We'll see you there!

We are looking for a Customer Support Lead

As our Customer Support Lead, you'll not just be managing tickets; you'll be pioneering a customer experience that truly wows our global audience. This role demands not just technical expertise but also exceptional leadership skills to streamline processes and foster strong relationships with both the product and development teams.

What you will do:

• Deliver an exceptional customer experience, making our users feel valued.
• Handle user communications via email and Zendesk (no calls).
• Pinpoint customer needs and guide them in using specific features.
• Quickly identify bug-related issues and address it to the relevant teams.
• Quality control of the support team
• Manage support team, develop and implement effective customer support processes.
• Foster a collaborative environment between customer support, product, and development teams.
• Exercise high ownership and proactive problem-solving skills.
• Share insights and feedback to enhance the customer service process.

Tools that we use:

• Zendesk and Appfolow
• App Store and Google Play
• Jira, Slack and Notion

It would be cool if you have:

• 3+ years of experience in customer support, especially in mobile app environments.
• Strong technical background with the ability to identify and address software issues.
• Knowledge of modern support department tools
• Excellent command of the English language.
• Proficient in collaborative and cross-functional communication.
• Analytical skills to dissect complex issues and formulate solutions.

What we offer for you:

• Competitive salary and meaningful equity — We value our team members and want to make sure that they are compensated well. We will make an ambitious offer tailored to each person.
• Remote-first — Although we have a fancy office in sunny Limassol, we understand the importance of flexibility and work-life balance. Prisma people work from all over the world, so you can choose any location you prefer.
• Professional development — We are committed to helping our team members grow both professionally and personally. We pay for tuition and courses and conduct online/offline lectures and training. You can count on attending professional conferences, including foreign ones.
• Team spirit — We’re a young team with a very flat, open, and friendly culture. We believe that collaboration and communication are key to achieving our goals.
• Flexibility — We understand that life can be unpredictable. That's why we off