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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 AI-assisted technologies to enhance user experience and streamline support processes.
Highest-signal resume keywords
Customer Support ExperienceTicket Management in ZendeskPayment and Subscription SupportTechnical 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 ManagementIssue InvestigationBug ReportingPayment VerificationSubscription ManagementCustomer EmpathyAttention to DetailOrganizational SkillsResponse Time ManagementQuality Assurance
Soft Skills
EmpathySound JudgmentCommunication SkillsWillingness to ClarifyResponsibility for Work Accuracy
Tools & Technologies
ZendeskIntercomPaddleApple In-App PurchasesGoogle PlayAI-Assisted Support ToolsHelpdesk ToolsMacrosKnowledge Base ManagementCRM Tools
Industry Keywords
Mobile App SupportDigital Product SupportStreamingGamingCustomer-Facing Role
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 statuses and take actions within approved policies and permissions
- Categorize and prioritize tickets, maintain accurate records and internal notes, and escalate with complete context
- Follow up with users and internal teams until actions are complete
- Use helpdesk tools, macros, workflows, and approved AI-assisted tools
- Review AI-generated responses for accuracy and 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, follow privacy and account-verification procedures, and flag blockers
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
- 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 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 taking responsibility for 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 reliable, timely payments
- Career support and help finding new projects matching skills and career goals
- 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