User Support Engineer

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

📋 Description

• Take full responsibility for the support function of a mobile-first micro-drama entertainment application.

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

• Craft clear, compassionate, and precise English responses tailored to each user.

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

• Review user contact history and 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 while taking action within defined policies and permissions.

• Classify and prioritize tickets, keep accurate records and internal notes, and escalate cases with complete context.

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

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

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

• Identify and flag incorrect AI responses and workflow challenges.

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

• Report recurring issues and propose actionable 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

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

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

• Capable of clearly explaining technical or billing-related issues.

• Practical experience with Zendesk, Intercom, or a comparable support platform, including knowledge of statuses, tags, macros, internal notes, and escalations.

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

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

• Ability to investigate technical problems, follow troubleshooting guidelines, and compile clear bug reports with pertinent evidence.

• Strong organizational skills and meticulous attention to detail.

• Competence in managing a busy workload, prioritizing tasks, and maintaining accurate case records.

• Customer-centric attitude, sound judgment, and a readiness to request clarification or escalate cases beyond your authority.

• Comfort with learning new tools and utilizing approved AI assistance while ensuring the accuracy of work.

• Experience in mobile entertainment, streaming, or gaming (preferred).

• Experience with AI-assisted support tools and contributing to macros, help articles, or workflow enhancements (preferred).

• Familiarity with support reports, app-store reviews, or CRM and analytics tools like Braze or Mixpanel (preferred).

🏝️ Benefits

• Security through carefully selected clients, reducing risks and ensuring timely, reliable payments.

• Career assistance and support in finding new opportunities if a project does not align.

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

• Access to English courses and opportunities for professional development.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days annually 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.