User Support Engineer
Core
Own the entire support function for a mobile-first micro-drama app, handling user issues, payments, and technical troubleshooting.
Role type
User Support Engineer (Customer Support)
Builds
Mobile entertainment app (micro dramas)
Domain
Media and Entertainment
Deliverable
client delivery
Required skills
Customer support experience, Zendesk/Intercom proficiency, payment/subscriptions handling, technical troubleshooting, ticket management, English fluency
Preferred skills
Mobile entertainment/gaming 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 payments, subscriptions, and refunds; Categorize, prioritize, and escalate tickets; Use helpdesk tools and AI assistance; Update FAQs and knowledge base articles
Seniority
Mid-level (4+ years experience)