User Support Engineer

We are looking for a passionate and resourceful User Support Engineer to own the entire support function at Shortical.

Key Responsibilities

• Support Operations: Handle and resolve support tickets across all channels (in-app, email, web), ensuring fast, high-quality responses that reflect Shortical's brand voice.
• Automation & AI Tooling: Design and implement AI-powered support workflows and automation (e.g., Intercom chatbots, macros, auto-routing) to scale coverage without scaling headcount.
• Data-Driven Insights: Analyze support conversation data to identify recurring issues, product pain points, and monetization friction — feeding those insights back to Product, CRM, and Engineering.
• Documentation: Build and maintain a comprehensive knowledge base, FAQ, and internal documentation to enable self-service and reduce ticket volume.
• Quality & Performance: Define support quality standards, track KPIs (CSAT, first-response time, resolution rate), and continuously optimize processes to hit them.
• Cross-Functional Collaboration: Collaborate closely with the CRM & Monetization team to flag user complaints related to billing, subscriptions, coin purchases, and payment issues.

Requirements

• 4+ years of experience in a customer support role
• Proven experience working with B2C products- mobile apps, Gaming, or Digital Media.
• Fluent English — excellent written and verbal communication skills, with the ability to represent the brand warmly and professionally.
• Hands-on experience with support platforms such as Intercom, Zendesk, or similar, including workflow automation and reporting.
• Strong analytical skills — comfortable digging into support data to identify trends and present findings to internal stakeholders.
• Highly organized and process-oriented, with the capability to manage high ticket volumes without compromising quality.
• Genuine empathy for users and a passion for solving problems efficiently.
• Experience handling payment and subscription-related support (Paddle, Apple IAP, Google Play).

Huge Advantages

• Familiarity with Braze, Mixpanel, or similar CRM/analytics tools.
• Background in building support functions from scratch at a scaling startup.