User Support Engineer

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

📋 Description

• Take full ownership of the support function.

• Address customer inquiries through in-app chat, email, and web forms with clarity, empathy, and accuracy in English.

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

• Review past interactions and gather device information, screenshots, and steps to reproduce issues.

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

• Verify purchase channels and transaction statuses, taking actions within established policies and permissions.

• Categorize 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 completed.

• Utilize the team helpdesk, approved macros, workflows, and AI-assisted tools.

• Review automated responses against case details and support guidelines before dispatching.

• Identify and report inaccurate answers and workflow challenges.

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

• Report recurring issues and propose actionable improvements to the support lead.

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

• Implement QA feedback, adhere to privacy and account-verification protocols, and highlight workload or case obstacles.

⛳️ Requirements

• 4+ years of experience in customer support or customer-facing roles, preferably in mobile apps or digital products.

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

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

• Experience in supporting payments and subscriptions, encompassing purchase verification, cancellations, and refund processes.

• Familiarity with Paddle, Apple in-app purchases, or Google Play.

• Capability to investigate technical problems, adhere to troubleshooting guidelines, and compile clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

• Ability to handle a busy queue, prioritize tasks, and maintain accurate case records.

• Customer empathy, sound judgment, and a readiness to seek clarification or escalate when a case exceeds access or authority.

• Willingness to learn new tools and utilize approved AI assistance while ensuring work accuracy.

• Experience in mobile entertainment, streaming, or gaming is a plus.

• 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 like Braze or Mixpanel is a plus.

🏝️ Benefits

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

• Career support and assistance in finding new opportunities.

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

• Opportunities for English courses and professional development.

• 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.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.