User Support Engineer

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

📋 Description

• Oversee the complete support function for a mobile-focused micro-drama entertainment application

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

• Provide clear, compassionate, and precise responses tailored to each user's circumstances

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

• Review previous contact history and adhere to troubleshooting protocols

• Gather device specifications, screenshots, and steps to replicate issues

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

• Confirm purchase channels and transaction statuses

• Execute payment-related actions within established policies and access rights

• Classify and prioritize support tickets following team guidelines

• Keep precise records and internal documentation

• Escalate tickets with complete context and follow up with users and internal teams until resolution

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

• Review AI-generated responses against case particulars and support guidelines prior to dispatch

• Identify and flag incorrect answers and workflow issues

• Update FAQs, knowledge-base articles, and internal guidance

• Report recurring issues and recommend actionable improvements to the support lead

• Achieve response-time, resolution, and quality benchmarks

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

• Promptly highlight workload or case obstacles

⛳️ Requirements

• A minimum of 4 years of experience in customer support or a client-facing role

• Preferably, experience in supporting a mobile application or digital product

• Proficient in English with exceptional written and verbal communication skills

• Capability to articulate technical or billing concerns clearly

• Practical experience with Zendesk, Intercom, or a similar support platform, including managing statuses, tags, macros, internal notes, and escalations

• Experience in handling payments and subscriptions, including purchase validation, cancellations, and refunds

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

• Ability to investigate technical challenges, adhere to troubleshooting guidance, and compile clear bug reports with relevant evidence

• Strong organizational skills and attention to detail

• Capability to manage a busy queue, follow priorities, and maintain accurate case documentation

• Empathy for customers, sound judgment, and readiness to ask for clarification or escalate cases beyond current access or authority

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

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

• Experience with AI-assisted support tools and contributing to macros, help articles, or process improvements is a plus

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

🏝️ Benefits

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

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

• Legal assistance for 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 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