User Support Engineer

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

📋 Description

• Take ownership of the complete support function.

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

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

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

• Review contact history and adhere to troubleshooting procedures.

• Gather device specifications, 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.

• Take actions within established policies and access permissions.

• Organize and prioritize tickets in accordance with team guidelines.

• Keep accurate records and internal documentation.

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

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

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

• Identify and report inaccurate answers and workflow issues.

• Update FAQs, knowledge base entries, and internal instructions.

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

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

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

• Promptly flag workload or case blockers.

⛳️ Requirements

• Minimum of 4 years of experience in customer support or a customer-facing role.

• Ideally possess experience supporting a mobile app or digital product.

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

• Capable of articulating technical or billing issues clearly.

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

• Experience in handling payments and subscriptions, including purchase verification, cancellation, and refund procedures.

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

• Ability to investigate technical problems, adhere to troubleshooting guidance, and prepare clear bug reports with pertinent evidence.

• Strong organizational skills and attention to detail.

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

• Empathy towards customers, sound judgment, and willingness to seek clarification or escalate cases beyond access or authority.

• Comfort in learning new tools and utilizing approved AI assistance while taking responsibility for 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 improvements is advantageous.

• Understanding of support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel is beneficial.

🏝️ Benefits

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

• Career support and assistance in finding new opportunities.

• Legal assistance for independent contractors or sole proprietorship status, taxes, and related processes.

• English courses and opportunities for professional development.

• Team-building events.

• 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 educators.

• Dedicated HR support.