User Support Engineer

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

📋 Description

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

• 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 app functionality.

• Review contact history, gather device information, screenshots, and reproduction steps.

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

• Validate purchase channels and transaction statuses, and act within established policies.

• Classify and prioritize support tickets in accordance with team protocols.

• Keep accurate records and internal documentation.

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

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

• Evaluate generated responses against case specifics and support guidelines.

• Contribute to updates for FAQs, knowledge base articles, and internal instructions.

• Report recurring issues and propose 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

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

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

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

• Proficient in handling tickets using Zendesk, Intercom, or a comparable support platform.

• Experience with ticket statuses, tags, macros, internal notes, and escalations.

• Background 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 and adhere to troubleshooting procedures.

• Skill in preparing clear bug reports with relevant documentation.

• Strong organizational skills and attention to detail.

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

• Customer empathy, sound judgment, and readiness to clarify or escalate cases.

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

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

🏝️ Benefits

• Security through thorough client vetting to reduce risks and ensure reliability and prompt payments.

• Career support and assistance in locating new projects.

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

• English courses and opportunities for professional growth.

• Team-building activities.

• Flexible work 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.

• Free English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.