Customer Experience (Support) Specialist

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

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

– 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