User Support Engineer

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

📋 Description

• Oversee the complete support function.

• Address 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 and adhere to troubleshooting protocols.

• Gather device information, 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.

• Categorize and prioritize tickets in alignment with team guidelines.

• Keep accurate records and internal notes.

• Escalate cases with comprehensive context.

• Follow up with users and internal teams until resolutions are achieved.

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

• Verify generated responses against case details and support guidelines.

• Identify inaccurate responses or workflow challenges.

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

• 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 obstacles.

⛳️ Requirements

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

• Ideally, previous experience supporting a mobile app or digital product.

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

• Familiarity with ticket management in Zendesk, Intercom, or similar support platforms.

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

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

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

• Ability to investigate technical issues and adhere to troubleshooting guidance.

• Competence in preparing clear bug reports with pertinent evidence.

• Strong organizational skills and meticulous attention to detail.

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

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

• Comfort with learning new tools and employing authorized AI assistance.

• 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 an advantage.

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

🏝️ Benefits

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

• Career support and assistance in identifying suitable new opportunities.

• Legal guidance for setting up independent contractors or sole proprietorships, taxes, and related processes.

• English language courses.

• Opportunities for professional development.

• 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.

• Complimentary English classes with native speakers or Ukrainian instructors.

• Dedicated HR support.