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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 apps, with a strong focus on communication, troubleshooting, and ticket management. Proficient in using support platforms and maintaining accurate records while ensuring customer satisfaction and adherence to policies.
Highest-signal resume keywords
Customer Support ExperienceFluent English CommunicationZendesk or Intercom ProficiencyPayment and Subscription SupportTechnical Issue Investigation
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 SupportTroubleshootingTicket ManagementBug ReportingPayment VerificationRefund ProceduresCase PrioritizationRecord KeepingQuality AssuranceWorkflow Improvement
Soft Skills
Customer EmpathyAttention to DetailSound JudgmentOrganizational SkillsCommunication Skills
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayAI-Assisted Support ToolsCRM ToolsAnalytics ToolsHelpdesk SoftwareMacros
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 English responses adapted to each user’s situation
- Investigate playback, login, account access, and app issues
- Review contact history and follow troubleshooting procedures
- 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, taking 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 with users and internal teams until actions are complete
- Use the helpdesk, approved macros, workflows, and AI-assisted tools
- Check generated responses against the case 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 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
- Hands-on experience with 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
- Comfort learning new tools and using approved AI assistance while taking responsibility for work accuracy
- Experience in mobile entertainment, streaming, or gaming is a nice-to-have
- Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements is a nice-to-have
- Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is a nice-to-have
Benefits
Comp & perks- Security: carefully vetted clients to minimize risks and ensure reliability and 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