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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 a strong focus on communication, troubleshooting, and ticket management. Proficient in using support platforms and tools to enhance customer experience and operational efficiency.
Highest-signal resume keywords
Customer Support ExperienceFluent English CommunicationZendesk ProficiencyPayment Support ExperienceTechnical 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 ReportingPurchase VerificationCancellationsRefund ProcessingAttention to DetailQueue ManagementTechnical Issue Explanation
Soft Skills
Customer EmpathySound JudgmentOrganizational SkillsWillingness to EscalateClear Communication
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 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 tickets with complete context and follow up until actions are complete
- Use the helpdesk, approved macros, workflows, and AI-assisted tools
- Verify generated responses against case details and support guidance
- Flag inaccurate answers or 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, experience supporting a mobile app or digital product
- Fluent English with excellent written and verbal communication
- Ability to explain technical or billing issues clearly
- 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, cancellations, and refunds
- 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 through careful client vetting and reliable, timely payments
- Career support and help finding new project opportunities
- Legal assistance with independent contractor or sole proprietorship setup, 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