Customer Care Manager

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.

Requirements

🧑‍🎤 Who Are You?

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• 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 clients, 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.

Benefits

💝 What Do We Offer?

• A chance to enter and grow in global tech. This role is a great starting point for building a career in the tech industry, working with clients across the globe in US, EU, and South East Asia.
• Customer Success team that impacts product. Our CS team is tightly connected to the product, with a big influence on how it evolves and how the team itself grows.
• Trust and Autonomy. We trust you know how to do your work right; that’s why no one will tell you how to do your work properly; you will have ownership over choosing approaches and making decisions.
• We’re more than colleagues — we’re friends. Our culture is special. We genuinely like each other as people, create meaningful work, and enjoy spending time together.
• Competitive salary and various benefits:
• 🏖 38 days of paid time off annually to take enough time to rest and explore the world.
• ✈️ $2000 annual holiday travel bonus for tickets and accommodation for yourself and your loved one.
• 🎓 $2000 annual Learn & Development budget to upskill yourself.
• 🫂 $2000 annual bonus for meeting with your team in Barcelona or another country
• ❤️ Full health insurance is provided through Alan or SafetyWing.
• 👶 Fully paid parental leave from 3 to 6 months, depending on your time with the company — plus up to 3 years of unpaid leave if you wish to extend your time at home.
• 💻 Laptop budget to buy the latest MacBook (or other powerful gear).
• 🌍 Regular team meet-ups and off-sites to work and have fun together.
• 🖥️ Co-working budget if you need a break from your home office.

⛔️ Before You Apply:

Let’s be honest — working with us isn’t all fun and pink unicorns (though it is a big part). Here are some potential challenges you’ll face:

• Flexible shifts. When teammates are on vacation, your start and end times may shift by up to two hours earlier or later. You’ll need to be comfortable adjusting when needed.
• Fully remote setup. All communication happens online. You’ll need to balance synchronous and asynchronous conversations, and be proactive in staying connected.

If all of that is not an issue for you, we would be happy to receive your application 🫶