User Support Engineer

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

📋 Description

• Take ownership of the complete support function.

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

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

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

• Review contact histories and gather device information, screenshots, and steps to reproduce issues.

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

• Confirm purchase channels and transaction statuses while executing actions within established policies and access levels.

• Classify and prioritize tickets, maintain accurate records and internal notes, and escalate matters with complete context.

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

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

• Verify 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 guidelines.

• Report recurring issues and recommend enhancements to the support lead.

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

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

• Promptly flag any workload or case blockers.

⛳️ Requirements

• A minimum of 4 years of experience in customer support or a customer-facing position.

• Ideally, have experience in supporting a mobile application or digital product.

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

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

• Familiarity with supporting payments and subscriptions, encompassing purchase verification, cancellations, and refund processes.

• Knowledge of Paddle, Apple in-app purchases, or Google Play.

• Capability to investigate technical issues, follow troubleshooting guidance, and compile clear bug reports with pertinent evidence.

• Strong organizational skills and meticulous attention to detail.

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

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

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

• Nice to have: experience in mobile entertainment, streaming, or gaming.

• Nice to have: experience with AI-assisted support tools and contributing to macros, help articles, or workflow enhancements.

• Nice to have: familiarity with support reports, app-store reviews, or CRM and analytics tools such as Braze or Mixpanel.

🏝️ Benefits

• Security provided through carefully vetted clients and reliable, timely payments.

• Career support and assistance in finding new projects.

• Legal aid regarding independent contractor or sole proprietorship status, 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 lessons with native speakers or Ukrainian teachers.

• Dedicated HR support.