User Support Engineer
Core
Own the entire support function for a mobile-first micro-drama app, handling user issues, payments, and subscriptions.
Role type
User Support Engineer
Builds
User support operations for a mobile entertainment app
Domain
Media and Entertainment
Deliverable
client delivery
Required skills
Customer support experience, Zendesk/Intercom proficiency, payment/subscription handling, technical troubleshooting, ticket management, English fluency
Preferred skills
Mobile entertainment experience, AI-assisted support tools, CRM/analytics familiarity
Responsibilities
Handle in-app chat, email, and web form requests; investigate playback, login, and account access issues; manage coin purchases, cancellations, and refunds; categorize and escalate tickets; use helpdesk and AI tools; update FAQs and knowledge base; meet response-time and quality targets