Handle inbound support in English and ROW languages via in-app chat, email, and more.
Diagnose and resolve subscription, account access, billing, and app feature issues.
Escalate bugs and complex cases to PoCs with clear reproduction steps.
Maintain CSAT and QPI quality scores across user interactions.
Identify patterns in user feedback and share insights with CX lead and product team.
Participate in async syncs, QA reviews, and VoC reporting.

🎯 Requirements

1+ years in customer support or customer-facing role
Native-level English communication
Professional-level Spanish for user communication
Familiarity with US user communication norms
Strong empathy and a user-first mindset
Self-starter; manage multiple cases and flag issues; ET hours 9am–6pm

🎁 Benefits

Experience with Intercom or Zendesk
Experience supporting a mobile app or SaaS product
Familiarity with subscription billing or in-app purchases
Comfortable using AI tools in day-to-day work

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