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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, particularly in mobile app environments, with strong written and verbal communication skills in English. Proficient in troubleshooting technical issues, managing ticketing systems, and maintaining accurate records while ensuring customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceZendesk Ticket ManagementTechnical Issue InvestigationPayment Support and VerificationClear Communication Skills
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 Status ManagementBug ReportingPurchase VerificationCancellations and RefundsAttention to DetailCase Record MaintenanceEscalation ProceduresResponse Time ManagementQuality Assurance Feedback
Soft Skills
Customer EmpathySound JudgmentOrganizational SkillsWillingness to ClarifyAdaptability to New Tools
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayAI-Assisted Support ToolsHelpdesk SoftwareMacrosKnowledge Base ManagementCRM Tools
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 using team guidelines
- Maintain accurate records and internal notes
- Escalate cases with complete context
- Follow up with users and internal teams until actions are complete
- Use the helpdesk, 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, experience supporting a mobile app or digital product
- Fluent English with excellent written and verbal communication
- Experience handling tickets in Zendesk, Intercom, or a similar support platform
- Experience with ticket statuses, tags, macros, internal notes, and escalations
- Experience supporting payments and subscriptions, including purchase verification, cancellations, and refunds
- Familiarity with Paddle, Apple in-app purchases, or Google Play
- Ability to investigate technical issues and follow troubleshooting guidance
- Ability to 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 clarify or escalate cases
- Comfort learning new tools and using approved AI assistance
- 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- Security through careful client vetting and reliable, timely payments
- Career support and assistance finding suitable new opportunities
- Legal assistance with independent contractor or sole proprietorship setup, taxes, and related processes
- English courses
- 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