User Support Engineer
Nice to have's
Job description
About the Position
We are looking for a passionate and resourceful User Support Engineer to own the entire support function.
Key Responsibilities
- Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect brand voice.
- Automation & AI Tooling: Design and implement AI-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.
- Data-Driven Insights: Analyze support conversation data to identify recurring issues, product pain points, and monetization friction - feeding those insights back to Product CRM, and Engineering.
- Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.
- Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them.
- Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.
Requirements
- 2+ years of experience in a customer support or customer-facing role, ideally in a mobile app, gaming, or digital media company.
- Experience working with B2C Mobile App experience (high volumes, In-App Purchases, Apple/Google payment flows).
- Fluent English - excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
- Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
- Strong analytical skills - comfortable digging into support data to identify trends and present findings to internal stakeholders.
- Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality.
- Genuine empathy for users and a passion for solving problems efficiently.
Huge Advantages
- Experience in the gaming, streaming, or entertainment industry.
- Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
- Background in building support functions from scratch at a scaling startup.
- Experience handling payment and subscription-related support (Paddle, Apple IAP, Google Play).
We Offer
- Remote work: Opportunity to work from anywhere.
- Competitive salary: Based on experience and skills.
- Professional growth: Opportunities to develop and advance in your career.
About the Company
[Company description if present]
© Civenty. This job description was sourced from the employer's public career page. TheJob is not the employer — we index the posting and route candidates to the source. All content rights and hiring decisions belong to the employer.
Civenty is part of the Covent IT Group (2007), founded in 2015, which carries the spirit and atmosphere of a startup and serves to SMEs (small and medium-sized enterprises). We are a high-quality provider of IT business solutions for clients all over the world, bringing together 200+ professionals around Ukraine, namely Dnipro, Kiev and Vinnytsia. Specialists with profound experience in various domains such as: E-commerce / E-retail, Mobile, FinTech, Information Portals, Server administration, we help our clients to achieve their goals faster than before.Why would you choose Civenty? Civenty is a part of a larger organization, in line with the clarity of business and HR processes, however, at the same time with its excellent flexibility, almost zero bureaucracy, openness and accessibility to management. The main thing that we value above all is: our team and the atmosphere of trust, focus on results and thirst to be better than we were yesterday.Civenty является частью компаний Covent IT Group (2007), основанной в 2015 году, которая несёт в себе дух и атмосферу стартапа, сотрудничает с малыми и средними компаниями. Мы являемся высококачественным поставщиком ИТ-сервисов и бизнес-решений для клиентов по всему миру, объединяя 200 + специалистов в трёх локациях в Украине, а именно: Днепр, Киев и Винница. Специалистов с глубоким опытом и специализацией в различных областях, таких как: E-commerce / E-retail, Mobile, FinTech, Information Portals, Server administration, мы помогаем нашим клиентам достичь своих целей быстрее, чем раньше.Почему именно тебе выбрать Civenty? Civenty является частью более крупной организации, соответственно имеет четкие бизнес и HR процесы, однако при этом имея отличную гибкость, почти 0 бюрократии, открытость и доступность менеджмента. Главное, что мы ценим больше всего, это наша команда и атмосфера доверия, ориентир на результат и стремление быть лучше, чем мы были вчера.