FREE ACCESS
5,000–10,000 jobs/day
See all jobs on Scoutfield
Search thousands of fresh jobs every day.
Discover
- Fresh listings
- Fast filters
- No subscription required
Create a free account and start exploring right away.
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 support platforms and tools to enhance user experience and streamline processes.
Highest-signal resume keywords
Customer Support ExperienceZendesk Ticket ManagementPayment Support and Refund ProceduresTechnical Issue InvestigationFluent 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
Ticket ManagementTroubleshootingBug ReportingPurchase VerificationCancellation Procedures
Soft Skills
Customer EmpathyAttention to DetailSound JudgmentOrganizational Skills
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle Play
Industry Keywords
Mobile App SupportDigital Product SupportStreamingGamingAI-Assisted Support Tools
About the role
Key responsibilities & impact- Own the entire support function
- Handle customer requests across in-app chat, email, and web forms in clear, empathetic, and accurate 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 access 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 the team helpdesk, approved macros, workflows, and AI-assisted tools
- Check generated responses against case details and support guidance before sending
- Flag inaccurate answers and workflow issues
- Update FAQs, knowledge base articles, and internal instructions
- Report recurring issues and suggest practical 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 when a case exceeds 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- Security through careful client vetting and reliable, timely payments
- Career support and assistance finding new 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