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
📌 Support Specialist (México)
🏢 X-FLOW
📍 México