This is a fully remote position, open to applicants in Brazil, +5 more countries.

• **CORE RESPONSIBILITIES**

• Manage the Zendesk support queue by addressing customer tickets via email and in-app chat.

• Respond to App Store and Google Play reviews on behalf of the organization.

• Handle subscription inquiries, billing questions, and process refunds using RevenueCat.

• Swiftly and accurately resolve account and login issues.

• Assist with light QA testing on new app versions prior to their rollout.

• Support various app store administration tasks as required.

• Utilize AI tools to enhance ticket resolution speed while maintaining quality during high volume periods.

• Identify and report recurring issues or bug patterns to the product team.

• **REQUIRED EXPERIENCE & QUALIFICATIONS**

• Prior experience in consumer (B2C) app support is essential; B2B account management or customer success experience is not applicable.

• Proficient in using Zendesk or a comparable help desk/ticketing system.

• Experience with CRM tools such as HubSpot or similar platforms.

• Familiarity with subscription or billing systems, with RevenueCat experience being a significant advantage.

• Exceptional written English skills are crucial, particularly in the context of public app store review responses.

• Active and practical experience in utilizing AI tools to efficiently manage high ticket volumes is mandatory.

• Strong attention to detail regarding billing, subscriptions, and account information.

• Previous experience in social media management or community engagement is beneficial.

• Ability to independently triage and resolve most tickets, escalating issues only when absolutely necessary.

• Comfortable responding publicly and professionally to app store reviews.

• Competitive salary package.

• Opportunities for professional development and growth.

• Flexible working hours and remote work options.

• Collaborative and innovative work environment.

Consumer App Support Specialist

People also viewed