Support global customers across multiple channels, including Zendesk, social media, and other communication platforms
Communicate with users in a friendly, professional, and human-centered way, representing the company’s voice
Investigate and troubleshoot technical issues within iOS apps, identifying root causes and providing timely solutions
Escalate bugs and product issues with clear documentation and actionable insights
Generate and manage reports on customer experience metrics and satisfaction levels
Monitor trends and recurring issues to inform product and customer experience improvements
Contribute to customer experience strategies and initiatives that elevate service quality
Collaborate cross-functionally with engineering and marketing teams to improve the end-to-end user experience
Create and maintain documentation, knowledge base articles, and internal processes
Manage multiple projects and priorities effectively in a dynamic environment

Approximately 3+ years of experience in customer support or a similar role
Proficiency in English; additional languages are a plus
Strong experience with Zendesk, social media platforms, and other customer communication tools
Solid understanding of iOS applications and mobile ecosystems
Ability to troubleshoot technical issues and identify root causes methodically
Strong written communication skills with attention to detail
Comfortable working with data, reporting, and customer experience metrics
Self-motivated and able to manage time and priorities independently
Ability to handle multiple projects simultaneously in a fast-paced environment
Interest in customer experience trends and continuous improvement practices
Experience with documentation and cross-team coordination is a plus
Bachelor’s degree in a relevant field or equivalent practical experience

Customer Support Specialist

Key skills