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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 capabilities in troubleshooting, ticket management, and effective communication. Proficient in using support platforms and tools to enhance customer experience and streamline processes.
Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyTroubleshooting SkillsFluent English CommunicationTicket Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTicket ManagementBug ReportingPurchase VerificationCancellationsRefund ProcessingAttention to DetailOrganizational SkillsEscalation ProceduresResponse Time Management
Soft Skills
Customer EmpathySound JudgmentClear CommunicationWillingness to EscalateAdaptability
Tools & Technologies
ZendeskIntercomAI-Assisted ToolsHelpdesk SoftwareCRM ToolsAnalytics ToolsPaddleApple In-App PurchasesGoogle PlayMacros
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 tickets with complete context and follow up until actions are complete
- Use the helpdesk, approved macros, workflows, and AI-assisted tools
- Check generated responses against the case 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
- Hands-on experience with 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 escalate cases beyond access or authority
- 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 client vetting 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
- 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