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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 ticket management, issue investigation, and effective communication. Proficient in utilizing helpdesk tools and maintaining accurate records while ensuring customer satisfaction and adherence to policies.
Highest-signal resume keywords
Customer Support ExperienceTicket Management in ZendeskFluent English CommunicationPayment 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 SupportTicket ManagementIssue InvestigationBug ReportingPayment VerificationSubscription ManagementTroubleshooting GuidanceRecord KeepingQuality AssuranceResponse Time Management
Soft Skills
Customer EmpathyAttention to DetailSound JudgmentOrganizational SkillsWillingness to Clarify
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayAI-Assisted Support ToolsHelpdesk ToolsMacrosKnowledge Base ArticlesCRM Tools
Industry Keywords
Mobile App SupportDigital Product SupportEntertainmentStreamingGaming
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
- Categorize and prioritize tickets according to team guidelines
- Maintain accurate records and internal notes
- Escalate cases with complete context and follow up with users and internal teams
- Use helpdesk tools, approved macros, workflows, and AI-assisted tools
- Review generated responses against case details and support guidance
- Contribute updates 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 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
- 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
- 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 while ensuring 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 to minimize risks and ensure reliability and timely payments
- Career support and assistance finding new projects
- Legal guidance for 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