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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 strong capabilities in troubleshooting technical issues, managing ticketing systems, and maintaining accurate records. Proficient in using helpdesk tools and ensuring customer satisfaction through effective communication and empathy.
Highest-signal resume keywords
Customer Support ExperienceZendesk Ticket ManagementTechnical Issue InvestigationPayment and Subscription SupportFluent English Communication
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Troubleshooting ProceduresTicket CategorizationBug ReportingPurchase VerificationRefund ProceduresAttention to DetailCase Record ManagementEscalation ProceduresQuality Assurance FeedbackWorkflow Improvement
Soft Skills
Customer EmpathySound JudgmentOrganizational SkillsClarification SeekingAdaptability to New Tools
Tools & Technologies
ZendeskIntercomAI-Assisted Support ToolsHelpdesk ToolsCRM ToolsAnalytics ToolsPaddleApple In-App PurchasesGoogle PlayBraze
Industry Keywords
Mobile App SupportDigital Product SupportStreamingGamingCustomer-Facing Role
About the role
Key responsibilities & impact- Own the entire support function
- Handle customer requests across in-app chat, email, and web forms
- Write clear, empathetic, and accurate responses in English
- Investigate playback, login, account access, and app issues
- Review contact history and follow troubleshooting procedures
- Collect device details, screenshots, and reproduction steps
- Assist with coin purchases, missing paid content, cancellations, billing questions, and refund requests
- Verify purchase channels and transaction status
- Take actions within approved policies and access permissions
- Categorize and prioritize tickets according to team guidelines
- Maintain accurate records and internal notes
- Escalate tickets with complete context and follow up until actions are complete
- Use helpdesk tools, approved macros, workflows, and AI-assisted tools
- Check generated responses against case details and support guidance
- Flag inaccurate answers or workflow issues
- Update 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 and follow privacy and account-verification procedures
- Flag workload or case blockers promptly
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
- Ability to explain technical or billing issues clearly
- 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 nice to have
- Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is nice to have
- Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is nice to have
Benefits
Comp & perks- Career support and assistance finding new project opportunities
- Legal assistance with independent contractor or sole proprietorship status, taxes, and related processes
- English courses
- Professional growth opportunities
- Team-building events
- Full financial and legal support for independent contractors
- Free English classes with native speakers or Ukrainian teachers
- Dedicated HR support
- Flexible working hours
- 29 days of PTO (18 working days per year plus all national holidays)
- 10 paid recovery days
- People-first management with minimal bureaucracy
- Friendly company culture