User Support Engineer

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

📋 Description

• Take ownership of the entire support function

• Manage and resolve support tickets through in-app, email, and web channels

• Ensure prompt, high-quality responses that align with the brand voice

• Create and implement AI-driven support workflows and automation, including Intercom chatbots, macros, and auto-routing

• Analyze support conversation data to uncover recurring issues, product pain points, and monetization obstacles

• Relay support insights back to the Product, CRM, and Engineering teams

• Develop and maintain a thorough knowledge base, FAQ, and internal documentation

• Establish support quality standards

• Monitor KPIs such as CSAT, first-response time, and resolution rate

• Continuously enhance support processes

• Collaborate with the CRM & Monetization team on billing, subscriptions, coin purchases, and payment-related issues

⛳️ Requirements

• Over 4 years of experience in a customer support role within B2C mobile apps, gaming, or digital media

• Proficient in English with exceptional written and verbal communication skills

• Practical experience with support platforms like Intercom, Zendesk, or similar, including workflow automation and reporting

• Strong analytical abilities to identify trends in support data and effectively present findings to internal stakeholders

• Highly organized and process-focused, capable of managing high ticket volumes while maintaining quality

• Genuine empathy for users and a passion for effective problem-solving

• Experience in handling support related to payments and subscriptions, including Paddle, Apple IAP, and Google Play

• Familiarity with CRM/analytics tools such as Braze, Mixpanel, or similar

• Background in establishing support functions from the ground up at a scaling startup

🏝️ Benefits

• Security through thorough client vetting to minimize risks and ensure dependable and timely payments

• Career support and assistance in finding new project opportunities

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

• English language courses

• Opportunities for professional growth

• Team-building events

• People-first management with minimal bureaucracy

• A friendly company culture

• 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 instructors

• Dedicated HR support