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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for mobile applications, with a strong focus on communication, ticket management, and issue resolution. Proficient in using helpdesk tools and contributing to knowledge bases while maintaining high standards of accuracy and customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceZendesk Ticket ManagementPayment VerificationTechnical Issue InvestigationMobile App Support
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Ticket ManagementIssue ResolutionBug ReportingPayment ProcessingSubscription Management
Soft Skills
EmpathyAttention to DetailOrganizationCommunicationJudgment
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle Play
Industry Keywords
Mobile EntertainmentStreamingGamingHelp ArticlesWorkflow Improvements
About the role
Key responsibilities & impact- Own the entire support function for a mobile-first micro-drama entertainment app
- Handle customer requests through in-app chat, email, and web forms in clear, empathetic English
- Investigate playback, login, account access, and app issues
- Review contact history and collect device details, screenshots, and reproduction steps
- Support coin purchases, missing paid content, cancellations, billing questions, and refund requests
- Verify purchase channels and transaction statuses and take actions within approved policies and permissions
- Categorize and prioritize tickets, maintain accurate records and internal notes, and escalate cases with complete context
- Follow up with users and internal teams until required actions are complete
- Use helpdesk tools, approved macros, workflows, and AI-assisted tools, checking generated responses for accuracy
- Contribute to FAQs, knowledge base articles, and internal instructions
- Report recurring issues and suggest improvements to the support lead
- Meet response-time, resolution, and quality targets
- Apply QA feedback, follow privacy and account-verification procedures, and flag workload or case blockers
Requirements
What you’ll need- 4+ years of experience in customer support or a customer-facing role, ideally supporting a mobile app or digital product
- Fluent English with excellent written and verbal communication
- Hands-on experience handling tickets in Zendesk, Intercom, or a similar support platform, including statuses, tags, macros, internal notes, and escalations
- Experience supporting payments and subscriptions, including purchase verification, cancellation, and refund procedures
- Familiarity with Paddle, Apple in-app purchases, or Google Play
- Ability to investigate technical issues, follow troubleshooting guidance, and prepare clear bug reports with relevant evidence
- Strong organization and attention to detail
- Ability to manage a busy queue, follow priorities, and maintain accurate case records
- Customer empathy, sound judgment, and willingness to ask for clarification or escalate cases beyond access or authority
- Comfort learning new tools and using approved AI assistance while taking responsibility for work accuracy
- Experience in mobile entertainment, streaming, or gaming is a plus
- Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is a plus
- Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is a plus
Benefits
Comp & perks- Security through careful client vetting, minimizing risks and ensuring reliable, timely payments
- Career support and help finding new project opportunities
- Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes
- English courses and professional growth opportunities
- Team-building events
- Flexible working hours
- 29 days of PTO (18 working days per year plus all national holidays)
- 10 paid recovery days
- Full financial and legal support for independent contractors
- Free English classes with native speakers or Ukrainian teachers
- Dedicated HR support