User Support Engineer

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

📋 Description

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

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

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

• Investigate playback, login, account access, and application-related issues.

• Review customer contact history and gather device details, 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, taking actions within approved policies and permissions.

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

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

• Utilize helpdesk tools, approved macros, workflows, and AI-assisted tools; verify generated responses before dispatching.

• Contribute to FAQs, knowledge-base articles, and internal documentation.

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

• Meet response time, resolution, and quality benchmarks.

• Apply QA feedback, adhere to privacy and account-verification protocols, and flag workload or case obstacles.

⛳️ Requirements

• Minimum of 4 years' experience in customer support or a customer-facing position.

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

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

• Hands-on experience with Zendesk, Intercom, or a comparable support platform.

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

• Experience in handling payments and subscriptions, including purchase verification, cancellations, and refunds.

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

• Capability to investigate technical issues, adhere to troubleshooting guidelines, and prepare clear bug reports with relevant evidence.

• Strong organizational skills and attention to detail.

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

• Customer empathy, sound judgment, and readiness to clarify or escalate cases beyond personal access or authority.

• Comfort in 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, macros, help articles, or workflow enhancements.

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

🏝️ Benefits

• Security through thorough client vetting to reduce risks and ensure reliable, timely payments.

• Career assistance and support in finding new opportunities if a project does not align well.

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

• English language courses and opportunities for professional development.

• Team-building activities.

• 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.