User Support Engineer

This is a fully remote position, open to applicants in Bulgaria.

📋 Description

• Take ownership of the complete support function.

• Address customer inquiries via in-app chat, email, and web forms.

• Craft clear, empathetic, and accurate responses in English.

• Investigate issues related to playback, login, account access, and the app.

• Review contact history and adhere to troubleshooting protocols.

• Gather device information, screenshots, and steps to reproduce issues.

• Assist with coin purchases, missing paid content, cancellations, billing inquiries, and refund requests.

• Confirm purchase channels and transaction statuses.

• Execute actions within established policies and access permissions.

• Classify and prioritize tickets in line with team guidelines.

• Maintain detailed records and internal documentation.

• Escalate tickets with comprehensive context and ensure follow-up until resolution.

• Utilize helpdesk tools, sanctioned macros, workflows, and AI-assisted tools.

• Evaluate generated responses against case specifics and support guidelines.

• Identify inaccurate responses and workflow challenges.

• Update FAQs, knowledge base articles, and internal directives.

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

• Achieve response-time, resolution, and quality objectives.

• Implement QA feedback and adhere to privacy and account verification protocols.

• Promptly flag workload or case impediments.

⛳️ Requirements

• Minimum of 4 years of experience in customer support or a customer-facing role.

• Ideally experienced in supporting a mobile application or digital product.

• Fluent in English with exceptional written and verbal communication skills.

• Practical experience with Zendesk, Intercom, or a comparable support platform.

• Familiar with ticket statuses, tags, macros, internal notes, and escalations.

• Proficient in supporting payments and subscriptions, including purchase verification, cancellations, and refunds.

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

• Capability to investigate technical problems and create clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

• Ability to manage a busy queue, prioritize tasks, and keep accurate case records.

• Demonstrated customer empathy, sound judgment, and capacity to escalate cases appropriately.

• Comfortable with learning new tools and using approved AI assistance while maintaining work accuracy.

• Experience in mobile entertainment, streaming, or gaming is advantageous.

• Experience using AI-assisted support tools and contributing to macros, help articles, or workflow enhancements is a plus.

• Familiarity with support reports, app-store reviews, CRM, or analytics tools such as Braze or Mixpanel is a plus.

🏝️ Benefits

• Security through thorough client vetting to reduce risks and ensure reliable, timely payments.

• Career support and assistance in finding new opportunities if a project isn't the right match.

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

• English courses and opportunities for professional development.

• Team-building activities.

• Flexible working hours.

• 29 days of PTO (18 working days per year plus all national holidays).

• 10 paid recovery days.

• Comprehensive financial and legal support for independent contractors.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.