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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 strong capabilities in ticket management, troubleshooting, and effective communication. Proficient in using helpdesk tools and maintaining accurate records while ensuring customer satisfaction and adherence to policies.
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 ManagementTroubleshooting ProceduresBug ReportingPurchase VerificationRefund ProcessingCase PrioritizationRecord MaintenanceQuality Assurance FeedbackAI-Assisted Support ToolsKnowledge Base Updates
Soft Skills
Customer EmpathyAttention to DetailSound JudgmentOrganizational SkillsWillingness to Escalate
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayBrazeMixpanel
Industry Keywords
Mobile App SupportDigital Product SupportStreamingGamingCustomer-Facing Role
About the role
Key responsibilities & impact- 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
- Support 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 cases with complete context and follow up until resolution
- Use helpdesk tools, approved macros, workflows, and AI-assisted tools
- Check generated responses against case details and support guidance
- 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 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
- 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 escalate cases beyond access or authority
- Comfort learning new tools and using approved AI assistance while maintaining work accuracy
- Experience in mobile entertainment, streaming, or gaming (nice to have)
- Experience using AI-assisted support tools and contributing to macros, help articles, or workflow improvements (nice to have)
- Familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel (nice to have)
Benefits
Comp & perks- Career support and assistance finding new project 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