User Support Engineer

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

📋 Description

• Take charge of the entire support operations for a mobile-centric micro-drama entertainment application.

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

• Compose clear, empathetic, and precise responses in English.

• Investigate issues related to playback, login, account access, and application performance.

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

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

• Confirm purchase channels and transaction statuses while taking actions in line with approved policies and permissions.

• Classify and prioritize support tickets, keep accurate records, and escalate issues 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 verification of generated responses before dispatching.

• Contribute to FAQs, knowledge base content, and internal instructions.

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

• Achieve response time, resolution, and quality objectives.

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

⛳️ Requirements

• A minimum of 4 years of experience in customer support or a customer-facing position.

• Ideally, experience in supporting a mobile application or digital product.

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

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

• Background in supporting payments and subscriptions, encompassing purchase verification, cancellation, and refund processes.

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

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

• Strong organizational skills and attention to detail.

• Ability to navigate a busy queue, prioritize tasks, and maintain precise case records.

• Demonstrated customer empathy, sound judgment, and readiness to seek clarification or escalate cases beyond one's authority.

• Comfort in learning new tools and utilizing approved AI support while ensuring work accuracy.

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

• 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 beneficial.

🏝️ Benefits

• Assurance through meticulous client vetting to reduce risks and guarantee reliability and prompt payments.

• Career support and assistance in finding new opportunities if a project doesn’t align well.

• Legal guidance for independent contractors or sole proprietorship status, tax matters, and related processes.

• English language courses and opportunities for 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.

• Complimentary English lessons with native speakers or Ukrainian instructors.

• Dedicated HR assistance.