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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 written and verbal communication skills in English. Proficient in ticket management, troubleshooting technical issues, and maintaining accurate records while ensuring customer satisfaction.
Highest-signal resume keywords
Customer Support ExperienceTicket Management in ZendeskPayment and Subscription SupportTechnical Issue InvestigationMobile App Support Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportTicket HandlingTroubleshootingBug ReportingPurchase VerificationCancellation ProceduresRefund ProceduresAttention to DetailOrganizational SkillsResponse Time Management
Soft Skills
Customer EmpathySound JudgmentCommunication SkillsClarification SeekingAdaptability
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayAI-Assisted Support ToolsHelpdesk ToolsCRM ToolsBrazeMixpanel
Industry Keywords
Mobile EntertainmentStreamingGamingDigital Product SupportHelp ArticlesKnowledge Base ContributionsSupport ReportsApp-Store Reviews
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
- Write clear, empathetic, and accurate responses in 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 status and take actions within approved policies and permissions
- Categorize and prioritize tickets, maintain accurate records and internal notes, and escalate 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; verify generated responses before sending
- 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
- Experience ideally 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, 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 maintaining 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 to minimize risks and ensure reliability and timely payments
- Career support and help finding new opportunities if a project is not the right fit
- 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