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