aghanim - Customer Support Specialist
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Requirements
• Experience in customer support, user support, or operations (or strong motivation to develop in this area) • Fluent English (written and spoken) with clear and professional communication • Strong written communication skills with attention to clarity and tone • Ability to quickly understand issues and explain solutions in a structured, user-friendly way • High level of responsibility, attention to detail, and process discipline • Ability to work in a shift-based or flexible schedule • Experience in gaming, mobile apps, or digital products • Experience in payments, fintech, or banking operations • Familiarity with support tools (e.g., Zendesk, Intercom) • Understanding of payment flows and common transaction issues • Structured and detail-oriented approach to problem-solving • Strong sense of ownership over user issues and outcomes • Ability to operate effectively in a fast-paced environment • Clear and consistent communication under pressure • SUCCESS METRICS • SLA adherence (response times and follow-ups) • Quality and clarity of user communication • Resolution rate • User satisfaction (CSAT) • Aghanim helps game developers achieve financial and creative independence by providing the solutions they need to launch, run, and grow their businesses.
Responsibilities
• 1. User Support and Communication • Provide timely and accurate support to end users regarding payments, account issues, and platform usage • Communicate clearly and professionally across chat and email channels • Handle complex and non-standard cases beyond chatbot capabilities • Maintain consistent communication quality and a high standard of user experience • 2. Payments and Issue Resolution • Investigate user-reported payment issues, including failed transactions and missing deliveries • Validate payment status and identify discrepancies across systems • Escalate issues to internal teams with clear context and supporting data • Distinguish between payment issues, product bugs, and game-related inquiries • 3. Ticket Management and SLA Compliance • Manage incoming requests and maintain structured ticket handling • Ensure SLA compliance: • First response within 24 hours • Priority users — response within ~30 minutes • Follow-ups within 8 hours • Maintain clear communication throughout the lifecycle of each request • 4. Monitoring and Reporting • Track incoming request patterns and identify recurring issues • Proactively report anomalies such as spikes in payment failures or similar complaints • Act as an early signal layer for product, payment, and UX-related issues • 5. Cross-functional Collaboration and Process Improvement • Collaborate with Product, Engineering, and Payments teams to resolve issues • Provide structured feedback based on recurring user problems • Contribute to improving support workflows, automation, and internal processes • Support scaling of support operations as the product grows
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