Mô tả công việc
1. 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
2. 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
3. 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
4. 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
1. 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
2. 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
- 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
Thông tin chung
Cách thức ứng tuyển
Ứng viên nộp hồ sơ trực tuyến bằng cách bấm nút Ứng tuyển bên dưới:
Hạn nộp: 15/07/2026
