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Posted: 9/25/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support processes, including handling inquiries related to billing, subscriptions, and technical troubleshooting. Proficient in using Intercom for user support and capable of evolving into a leadership role within the support team.
Highest-signal resume keywords
Customer Support ExperienceIntercom ProficiencyBilling And Payment OperationsTechnical TroubleshootingB2+ English Proficiency
About the role
Key responsibilities & impact- Provide written user support via email and chat channels using Intercom
- Handle customer inquiries regarding subscription cancellations, refunds, payment issues, and technical troubleshooting
- Manage payment processing workflows, including looking up users and transactions, verifying eligibility, and processing refund requests
- Monitor technical issues and bugs and escalate them through internal communication channels
- Monitor and respond to user reviews across the App Store, Google Play, and trust platforms
- Build and maintain support reporting processes to track key team metrics
- Help shape customer support processes from scratch, including building Knowledge Base templates and refining response workflows alongside the team
- Take full ownership of the user support ecosystem and potentially step into a Support Lead role as the team grows
Requirements
What you’ll need- 1.5+ years of Customer Support experience
- 1.5 years of experience working with mobile apps
- Background in billing and payment operations, including refunds, subscriptions, and cancellations
- Hands-on experience with Intercom or Zendesk
- Ability to stay focused and efficient while managing high-volume incoming requests
- Adaptability, quick learning, and a strong problem-solving mindset
- B2+ English
- Communication skills, accountability, and independence in the work process
- Desire and ambition to evolve into a Support Lead and own the direction
Benefits
Comp & perks- Flexibility and freedom: choose fully remote, hybrid, or office-based work yourself
- Medical insurance
- Paid vacation and sick leaves
- Access to a corporate psychologist
- Courses and conference attendance
- Digital library access
- Unlimited growth opportunities
- Off-site parties
- Team-buildings
- Sport events
- Corporate gifts
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 SupportPayment ProcessingTechnical TroubleshootingKnowledge Base DevelopmentSupport Reporting Processes
Soft Skills
AdaptabilityProblem-SolvingCommunication SkillsAccountabilityIndependence
Tools & Technologies
IntercomZendesk
Industry Keywords
Mobile AppsSubscription CancellationsRefundsUser Support EcosystemHigh-Volume Requests