User Support Specialist - App/Game

WHAT YOU’LL DO

User Support & Case Resolution

• Handle inbound support requests across all SuperMinds apps — primarily via email and in-app channels
• Resolve billing, refund, subscription, account, and technical issues end-to-end
• Manage and respond to Stripe disputes (chargebacks) — assess, gather evidence, submit responses
• Triage and route App Store / Google Play refund requests with clear user guidance
• Maintain SLA compliance across multiple products and priority tiers

Ticket Automation & System Operations

• Configure and maintain in-house automated ticket flows — macros, triggers, auto-assignment rules, and AI-assisted triage
• Build and update canned responses, auto-reply templates, and escalation logic for recurring issue types
• Monitor automation performance — deflection rates, false positives, ticket re-open rates — and tune rules accordingly
• Set up and manage CSAT surveys, tagging taxonomies, and ticket analytics dashboards
• Integrate support tooling with Stripe webhooks, RevenueCat events, and internal systems as needed

Product Intelligence

• Read and respond to App Store / Google Play reviews across the portfolio; identify patterns and escalate to product teams
• Tag and categorize ticket volume by issue type to surface recurring bugs, UX friction, and feature gaps
• Generate weekly and monthly CS reports with key metrics: ticket volume, CSAT, refund rate, dispute rate, top issues
• Participate in product feedback loops — your insight from the front line directly shapes our roadmap

Documentation & Knowledge Base

• Write and maintain Help Center articles, FAQ pages, and internal CS playbooks across all apps
• Keep refund and cancellation policies current and clearly accessible to users
• Create onboarding documentation for new CS team members as we scale

Yêu cầu ứng viên

Must-Have

• Fluent English — written communication that is clear, concise, and warm
• 1+ year experience in customer support for mobile apps, SaaS, gaming, e-commerce, or tech startups
• Understanding of subscription billing mechanics: App Store, Google Play, Stripe, RevenueCat
• Ability to configure and manage automated workflows (macros, triggers, bots) — not just use them
• Analytical thinking — you look for root causes, not just individual ticket fixes
• AI-native: you already use AI tools daily to write faster, think clearer, and solve problems — not as a novelty, but as a natural part of how you work
• Ownership mindset — you follow through until the issue is fully resolved

Strong Plus

• Experience handling Stripe chargebacks / payment disputes
• Hands-on experience with at least one support platform: Freshdesk, Intercom, Zendesk, or equivalent
• Familiarity with Apple App Store Connect and Google Play Console
• Experience writing Help Center content or CS documentation
• Data skills — can read reports and draw actionable conclusions

Quyền lợi được hưởng

Salary & Bonus

• Salary review twice a year, up to 40% increase

• Annual bonus of 2–6 months’ salary

Benefits (worth nearly VND 50 million / year)

• Full statutory insurance (Social, Health, Unemployment) from the official contract start date

• Comprehensive health-care insurance package for employees

• Holiday bonuses (Mar 10, Apr 30, Sep 2, and other public holidays) per company policy

• Birthday, sick-leave, wedding and bereavement allowances

• Company trips, retreats, team building, and Happy Friday with the whole team

• Modern equipment and full access to professional learning materials

Join a Global, Pioneering Tech Company

• Top 20 Google Play Publisher (Non-Gaming) globally — 650M+ downloads, 60M+ MAU

• A diverse product ecosystem of 300 products across 3 industries: Mobile App, Mobile Game, AI App

• 6,000 TB of data processed every year, powering fast and accurate improvements in Marketing, Product, and Monetization