User Support Engineer

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

📋 Description

• Take charge of the complete support function for a mobile-focused micro-drama entertainment application.

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

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

• Examine playback, login, account access, and app-related issues.

• Review customer contact history and gather device information, 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, taking actions within established policies and permissions.

• Categorize and prioritize support tickets, keep accurate records and internal notes, and escalate issues with comprehensive context.

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

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

• Review AI-generated replies for accuracy and flag any incorrect answers or workflow problems.

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

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

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

• Implement QA feedback, adhere to privacy and account verification protocols, and identify any blockers.

⛳️ Requirements

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

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

• Experience managing tickets in Zendesk, Intercom, or a comparable support platform.

• Familiarity with ticket statuses, tags, macros, internal notes, and escalation processes.

• Experience with payment and subscription support, including verifying purchases, cancellations, and refunds.

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

• Capability to investigate technical issues and draft clear bug reports with supporting evidence.

• Strong organizational skills and attention to detail.

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

• Empathy for customers, sound judgment, and readiness to clarify or escalate issues as needed.

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

• Experience in mobile entertainment, streaming, or gaming is an advantage.

• 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 like Braze or Mixpanel is beneficial.

🏝️ Benefits

• Security through careful client vetting to reduce risks and ensure dependable, timely payments.

• Career support and assistance in finding new projects that align with skills and career aspirations.

• Legal guidance for independent contractor or sole proprietorship status, taxes, and related processes.

• English language courses.

• Opportunities for professional growth.

• Team-building activities.

• Flexible working hours.

• 29 days of paid time off (18 working days annually 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.