Support Specialist

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 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.
• Russian - 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.