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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 and digital products, with a strong focus on communication, organization, and problem-solving. Proficient in using helpdesk tools and managing customer inquiries while maintaining high-quality standards.
Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyPayment Support ExpertiseTechnical 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
Customer SupportTicket ManagementBug ReportingPurchase VerificationTroubleshooting ProceduresEscalation ManagementQuality AssuranceData OrganizationWorkflow ImprovementAttention to Detail
Soft Skills
Customer EmpathySound JudgmentEffective CommunicationOrganizational SkillsAbility to Manage Priorities
Tools & Technologies
ZendeskIntercomAI-Assisted ToolsPaddleApple In-App PurchasesGoogle PlayBrazeMixpanel
Industry Keywords
Mobile App SupportDigital Product SupportStreamingGamingCustomer-Facing Role
About the role
Key responsibilities & impact- Own the entire support function
- 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 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 statuses
- Take 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 until actions are complete
- Use helpdesk tools, approved macros, workflows, and AI-assisted tools
- Review generated responses against case details and support guidance
- Flag inaccurate answers and 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
- Experience 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
- 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 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 ability to escalate cases appropriately
- Comfort learning new tools and using approved AI assistance while maintaining 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, CRM, or analytics tools such as Braze or Mixpanel is a plus
Benefits
Comp & perks- Security through careful client vetting to minimize risks and ensure reliable, timely payments
- Career support and assistance 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