User Support Engineer

This is a fully remote position, open to applicants in Bosnia and Herzegovina.

📋 Description

• Take ownership of the complete support function for a mobile-centric micro-drama entertainment application.

• Address customer inquiries via in-app chat, email, and web forms using clear and empathetic English.

• Examine playback, login, account access, and app-related issues.

• Review previous contact histories and gather device information, screenshots, and steps to reproduce issues.

• Assist with coin purchases, address missing paid content, handle cancellations, respond to billing inquiries, and manage refund requests.

• Confirm purchase channels and transaction statuses while taking actions within authorized policies and permissions.

• Classify and prioritize support tickets, maintain precise records and internal notes, and escalate cases with comprehensive context.

• Follow up with users and internal teams until all necessary actions are finalized.

• Utilize helpdesk tools, approved macros, workflows, and AI-assisted tools, ensuring that generated responses are accurate.

• Contribute to FAQs, knowledge base entries, and internal guidelines.

• Report recurring issues and propose enhancements to the support lead.

• Achieve response time, resolution, and quality benchmarks.

• Implement QA feedback, adhere to privacy and account verification protocols, and identify workload or case impediments.

⛳️ Requirements

• A minimum of 4 years of experience in customer support or a customer-facing role, preferably in a mobile app or digital product environment.

• Proficient in English with outstanding written and verbal communication skills.

• Practical experience managing tickets in Zendesk, Intercom, or a comparable support platform, including statuses, tags, macros, internal notes, and escalations.

• Experience in handling payments and subscriptions, including purchase verification, cancellation, and refund processes.

• Knowledge of Paddle, Apple in-app purchases, or Google Play.

• Capability to investigate technical issues, follow troubleshooting protocols, and compile clear bug reports with pertinent evidence.

• Strong organizational skills and meticulous attention to detail.

• Ability to manage a busy queue, prioritize tasks, and maintain accurate case documentation.

• Demonstrated customer empathy, sound judgment, and a readiness to seek clarification or escalate cases beyond access or authority.

• Comfort in learning new tools and utilizing approved AI assistance while taking responsibility for work accuracy.

• Experience in mobile entertainment, streaming, or gaming is an advantage.

• Familiarity with AI-assisted support tools and contributions to macros, help articles, or workflow enhancements is a plus.

• Knowledge of support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is an asset.

🏝️ Benefits

• Security through thorough client vetting, reducing risks and ensuring dependable, timely payments.

• Career support and assistance in discovering new project opportunities.

• Legal assistance regarding independent contractor or sole proprietorship status, taxes, and related processes.

• Opportunities for professional growth and English language courses.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days per year plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.