Support Specialist

About X-FLOW

X-FLOW is a mobile game development company established in 2018. We gained recognition after the release of Happy Color, the most popular digital coloring book and one of the most successful ad-driven mobile apps in the world. We take pride in our diverse and talented team and partners, spread across the UK, Cyprus, the Netherlands, and other regions worldwide.

We are currently looking for a proactive Support Specialist to join our in-house support team for our flagship product, Happy Color, which is used by millions of players worldwide.

Key Responsibilities

• Answer user requests in Zendesk (email) quickly and clearly, following our guidelines.
• Reply to reviews in the App Store and Google Play through Zendesk.
• Work closely with developers and QA to speed up problem resolution and track bug fixes.
• Create, edit, and update internal guides, response templates, and FAQs; keep the knowledge base up to date.
• Check tickets handled by the outsourcing team to make sure they’re solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team.
• Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM).
• Share knowledge with the outsourcing team and new colleagues.
• Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation.
• Occasionally play our product to stay in touch with user experience and gameplay mechanics.

Requirements

• English - C1 level.
• 2+ years of experience in customer support in the gaming industry.
• Experience with Zendesk and Jira.
• Collaboration experience with Dev and QA teams, including escalation and follow-up communication skills.
• Strong sense of responsibility, attention to detail, and ability to multitask effectively.

It'll be a plus

• Proficiency in additional languages (C1 or higher).
• Skills in writing technical documentation or training materials.
• Experience with Facebook Business Suite / Instagram Direct.

What We Offer

• Work with a top global mobile app with more than 10 millions of active users.
• Competitive salary and benefits package.
• Flexible remote/office working options.
• Opportunity to impact a global product with millions of active users.
• A creative, dynamic environment with a talented and friendly team.
• Professional growth and leadership opportunities.

Join us and let’s create great product together!

Key skills/competency

• Customer Support
• Gaming Industry Experience
• Zendesk
• Jira
• Problem Resolution
• Cross-functional Communication
• Knowledge Base Management
• Social Media Monitoring
• Attention to Detail
• Multitasking