User Support Engineer

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

📋 Description

• Oversee the complete support function.

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

• Craft clear, empathetic, and accurate responses in English tailored to each user's circumstances.

• 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.

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

• Classify and prioritize tickets based on team guidelines.

• Keep precise records and internal notes.

• Escalate tickets with full context and follow up with users and internal teams until resolutions are achieved.

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

• Review generated responses against the case and support guidelines prior to sending.

• Identify inaccurate responses and workflow challenges.

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

• Report recurring issues and propose practical enhancements to the support lead.

• Achieve response time, resolution, and quality targets.

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

• Promptly flag workload or case obstacles.

⛳️ Requirements

• 4+ years of experience in customer support or a customer-facing role, preferably with a mobile app or digital product.

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

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

• Experience with payments and subscriptions, including 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 prepare clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

• Ability to manage a high volume of inquiries, prioritize effectively, and maintain accurate case records.

• Customer empathy, sound judgment, and a readiness to seek clarification or escalate cases as needed.

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

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

• Familiarity with AI-assisted support tools and contributions to macros, help articles, or workflow improvements is advantageous.

• Knowledge of support reports, app-store reviews, or CRM and analytics tools like Braze or Mixpanel is a plus.

🏝️ Benefits

• Security: carefully vetted clients to minimize risks and guarantee reliable and timely payments.

• Career support and assistance in finding new opportunities.

• Legal support regarding 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.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.