User Support Engineer
Type of Employment:
Full-time
Location:
Remote work
We are looking for a passionate and resourceful User Support Engineer to own the entire support function.
Key Responsibilities
• Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect brand voice.
• Automation & Al Tooling: Design and implement Al-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.
• Data-Driven Insights: Analyse support conversation data to identify recurring issues, product pain points, and monetization friction - feeding those insights back to Product CRM, and Engineering.
• Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.
• Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them
• Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.
Requirements
• 2+ years of experience in a customer support or customer-facing role, ideally in a mobile app, gaming, or digital media company.
• Fluent English - excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
• Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
• Strong analytical skills - comfortable digging into support data to identify trends and present findings to internal stakeholders.
• Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality
• Genuine empathy for users and a passion for solving problems efficiently
Huge Advantages
• Experience in the gaming, streaming, or entertainment industry.
• Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
• Background in building support functions from scratch at a scaling startup.
• Experience handling payment and subscription-related support (Paddle, Apple IAP,
Google Play).
Key Responsibilities
• Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect brand voice.
• Automation & Al Tooling: Design and implement Al-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.
• Data-Driven Insights: Analyse support conversation data to identify recurring issues, product pain points, and monetization friction - feeding those insights back to Product CRM, and Engineering.
• Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.
• Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them
• Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.
Requirements
• 2+ years of experience in a customer support or customer-facing role, ideally in a mobile app, gaming, or digital media company.
• Fluent English - excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
• Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
• Strong analytical skills - comfortable digging into support data to identify trends and present findings to internal stakeholders.
• Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality
• Genuine empathy for users and a passion for solving problems efficiently
Huge Advantages
• Experience in the gaming, streaming, or entertainment industry.
• Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
• Background in building support functions from scratch at a scaling startup.
• Experience handling payment and subscription-related support (Paddle, Apple IAP,
Google Play).
