Mid-senior position | Full-time | On-site @ Ljubljana

About the role

We’re looking for a Senior Customer Manager to lead and elevate our customer experience as we scale globally.

This is not a typical support role — you will own the entire customer journey, from support operations to retention strategy, and play a key role in shaping how our users experience the product.

You’ll manage and grow our customer support team, optimize systems (Intercom, Slack, internal workflows), and ensure we deliver a fast, human, and high-quality experience at scale.

You will be among our first 10 team members.

It will be hectic, but also fun and rewarding.

This is a rare opportunity to join at the ground floor and grow into a leadership role as the company expands.

What you’ll be doing

Customer support & operations

• Own and improve the entire customer support function
• Manage daily support operations across Intercom and other channels
• Ensure fast, high-quality, and empathetic communication with users
• Build and optimize support workflows, automations, and internal processes

Team management

• Lead, manage, and grow the customer support team
• Set clear expectations, processes, and performance standards
• Train and onboard new team members
• Ensure consistency and quality across all customer interactions
• Foster a strong, accountable, and positive team culture

Tools & systems

• Own and optimize tools like Intercom and internal systems
• Implement automations and AI workflows to improve efficiency
• Work closely with product and engineering on integrations and improvements
• Identify and implement new tools when needed

Customer experience & insights

• Identify recurring issues and friction points in the customer journey
• Turn customer feedback into actionable insights for product and operations
• Work cross-functionally with product, marketing, and ops teams
• Improve retention, satisfaction, and overall user experience

Crisis & edge-case handling

• Handle escalations and complex customer situations
• Take ownership of critical issues and resolve them effectively
• Ensure customers feel heard, supported, and valued

Requirements

Essential:

• Fluent in English (written and spoken)
• Proven experience managing people (customer support or similar teams)
• Strong experience in customer support / customer success
• Hands-on experience with tools like Intercom
• Experience working in fast-paced environments (startup experience is a plus)
• Strong organizational and problem-solving skills
• Ability to work independently and take full ownership
• Comfortable working in ambiguity and adapting quickly
• High attention to detail
• AI-first mindset – ability to leverage AI tools to improve workflows and efficiency
• Based in Ljubljana (or willing to work on-site)

Bonus points:

• Experience scaling customer support in a startup
• Experience building support processes from scratch
• Experience with automation and support tooling
• Strong product intuition and understanding of user behavior

About us

We help people meet new friends through real-life events all around the world.

We’re building something ambitious. Small team. Global startup. Serious brains. Real responsibility. Fast growth.

We are past product-market fit and are now in fast-scaling mode.

If you want to ship fast, work hard, own systems end-to-end, and grow with the company — this is for you.

Founded by Jani Pravdič and Matic Jesenovec – entrepreneurs who've together built multiple businesses impacting hundreds of thousands of people and generating well over eight figures in revenue. We're now building something that we believe has the potential to grow much larger and have a greater impact than anything we’ve done before.

What’s in it for you

• Working closely with the founders
• Working in a high-performance team
• It takes us hours instead of weeks to launch/implement something
• We test things and we listen to the numbers, not who is the loudest in the room
• Failure is part of the process; we accept it and learn from it
• Opportunity to grow into a higher role
• The chance to genuinely impact many thousands of lives globally
• A front-row seat in an exciting, fast-growing start-up
• Competitive salary
• Performance bonuses

Our values

• Strategic Boldness: We do what it takes to deliver faster, farther, and louder.
• Agility > Perfection: We value action over polish, effectiveness over effort. Ship fast, refine later.
• Scrappy & Curious: We test, learn, and adapt constantly. Resourceful beats resource-rich.
• Ambition + Humility: We learn from the best, then push beyond. Inspiration fuels our innovation.
• Long Game Thinking: We’re impatient with action, patient with results. Correct quickly, stay the course.

Next steps

We’re looking for someone to start as soon as possible. So if the role sounds exciting, please follow these steps:

• Fill out the application: https://forms.gle/RGMUMK73GHSDayKm8
• We will get back to you within a few days
• The best candidates will receive an additional test assignment
• Those who perform best on this task will be invited to an extensive interview