User Support Engineer

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

📋 Description

• Take ownership of the entire customer support function.

• Address customer inquiries via 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 information, screenshots, and reproduction steps.

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

• Confirm purchase channels and transaction statuses.

• Execute actions within established policies and access permissions.

• Classify and prioritize tickets according to team guidelines.

• Keep accurate records and internal notes.

• Escalate tickets with complete context and ensure follow-up until resolution.

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

• Verify generated responses against case details and support guidelines.

• Identify and report inaccurate answers or workflow issues.

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

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

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

• Implement QA feedback and adhere to privacy and account-verification procedures.

• Promptly flag workload or case blockers.

⛳️ Requirements

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

• Preferably, experience in supporting a mobile app or digital product.

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

• Capable of clearly explaining technical or billing issues.

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

• Experience in supporting payments and subscriptions, including purchase verification, cancellations, and refunds.

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

• Ability to investigate technical issues, follow troubleshooting guidance, and prepare clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

• Ability to manage a busy queue, prioritize tasks, and maintain accurate case records.

• Demonstrate customer empathy, sound judgment, and a willingness to seek clarification or escalate cases.

• Comfort with learning new tools and using approved AI assistance while ensuring 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 enhancements is a plus.

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

🏝️ Benefits

• Security through thorough client vetting and prompt, reliable payments.

• Career support and assistance in finding new project opportunities.

• Legal guidance on independent contractor or sole proprietorship setup, taxes, and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building events.

• 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.

• Free English classes with native speakers or Ukrainian teachers.

• Dedicated HR support.