aghanim - Customer Support Specialist
Requirements
• Experience in customer support, technical support, user operations, or a similar customer-facing role • Excellent written and spoken English with clear, professional communication skills • Strong analytical and problem-solving skills with attention to detail and process discipline • Ability to explain technical or operational issues in a simple, user-friendly way • Ability to work in a shift-based or flexible schedule • Experience in gaming, mobile applications, or digital products • Experience in payments, fintech, or banking operations • Familiarity with customer support platforms such as Zendesk or Intercom • Understanding of payment flows, transaction lifecycles, and common payment issues
Responsibilities
• User Support and Issue Resolution • Provide timely and professional support to players regarding payments, accounts, and platform usage • Investigate complex payment and account issues beyond automated support • Validate payment status, identify root causes, and coordinate resolution with internal teams • Distinguish between payment issues, product defects, and game-related inquiries • Ticket Management • Manage incoming requests and ensure SLA compliance • Maintain clear and consistent communication throughout the lifecycle of each case • Prioritize and escalate issues with the appropriate context and supporting information • Monitoring and Continuous Improvement • Identify recurring issues and report trends affecting product, payments, or user experience • Collaborate with Product, Engineering, and Payments teams to improve support processes and reduce recurring issues • Contribute to scaling support operations through process improvements and automation
Benefits
• World-class team – work alongside experienced professionals from around the globe who have built products used by millions of players • High growth, high impact – be part of a fast-growing company where ideas turn into products and reach customers in days, not months • Autonomy and ownership – we trust people to make decisions, take initiative, and drive results • Modern tools and technology – use AI, automation, and modern tools as part of your everyday work • Equity – participate in the company's growth and long-term success
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