Customer Success Manager (Support Lead / Product Feedback)

About us:
PalomaPOS is a product company building a modern POS and payment ecosystem for restaurants and cafes.
We work closely with real businesses, process real transactions, and continuously improve the product based on real customer behavior and feedback.
Our focus is not just functionality — but customer experience, product quality, and long-term stability.

This is NOT a classic support role
We are not a traditional technical support team.
We are a Customer Experience & Product Improvement team.

Our mission is not just to solve tickets, but to understand why customers contact us, identify root causes, and improve the product so these issues don’t repeat.

Responsibilities:

• Lead the Customer Success / Support function with a product and quality mindset

• Analyze customer requests to identify root causes, not just symptoms

• Turn support cases into product insights and improvement proposals

• Collaborate closely with Product, Coordinators, QA and Development teams

• Review and improve support processes, not just performance metrics

• Provide clear professional conclusions in Bitrix tickets and Jira tasks

• Ensure fast, proactive connection with customers (device/app), without unnecessary formalities

• Identify recurring issues, UX problems, product gaps and communication issues

• Participate in QA activities:

  • reproduce issues

  • verify fixes

  • validate releases from a customer perspective

Help build a culture of ownership, analysis and continuous improvement inside the team

Requirements:

• Strong English (written and spoken) — mandatory

• Experience in Customer Success / Support Lead / Product Support roles

• Product-oriented mindset: you think in WHY / HOW / IMPACT

• Ability to analyze complex issues and explain them clearly

• Experience working with ticketing systems and Jira

• Basic understanding of QA principles and testing processes

• Ability to give opinions, recommendations and conclusions — not just execute tasks

• Strong communication skills with customers and wit Team

• Proactive, responsible and result-oriented mindset

Nice to have

• Experience in SaaS, POS, fintech or payment systems

• Experience working closely with product or engineering teams

• Understanding of UX / customer journey

What we offer:

• A product-focused environment where your impact is visible

• Direct communication with founders and product team

• Opportunity to influence product decisions

• No scripts, no call-center mindset, no meaningless KPIs

• Space for initiative, ownership and growth

• Salary in dollars

• We prefer this role to be office-based in Almaty.
  This is a key position, and close daily collaboration with the team, product and devices is important for us.

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