Audience Support Associate, App Retention

Remotedxb; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

NPR is seeking an experienced audience relations professional in Dubai to work on end-to-end resolution of user issues and deepen audience loyalty. You will monitor app performance trends and user sentiment, and collaborate with product and engineering teams to triage and verify issues.

Responsibilities include maintaining a comprehensive knowledge base of help articles and response templates, and representing the audience in discussions with executives, product managers, and designers.

Qualifications

• 3–5 years of experience in customer service or audience relations.
• Bachelor's degree or equivalent work experience.
• Strong technical aptitude and ability to translate technical issues for non-technical audiences.
• Excellent communication and documentation skills.

Responsibilities

• Work end-to-end resolution of user issues to deepen audience loyalty
• Proactively identify trends in app performance and user sentiment
• Create strategies to respond to or improve issues
• Maintain an extensive database of audience help articles and response templates
• Triage, test, and verify user-reported issues in partnership with product and engineering teams
• Represent the audience in conversations with executives, product managers, and designers

Skills

Customer service experience

Technical aptitude

Communication skills

Documentation skills

Education

Bachelor's degree

Tools

Software development processes

Job description

Responsibilities

• Work end-to-end resolution of user issues to deepen audience loyalty
• Proactively identify trends in app performance and user sentiment
• Create strategies to respond to or  
• Maintain an extensive database of audience help articles and response templates
• Triage, test, and verify user-reported issues in partnership with product and engineering teams
• Represent the audience in conversations with executives, product managers, and designers

Requirements

• 3-5 years of experience in customer service or audience relations
• Experience with software development processes
• Bachelor's degree or equivalent work experience
• Strong technical aptitude and ability to translate technical issues for non-technical audiences
• Excellent communication and documentation skills

Preferred Qualifications

• Knowledge of new major technological developments and operating systems
• Interest in mobile and audience-revenue technologies

About the Company

NPR produces award-winning news, information, and music programming in partnership with hundreds of independent public radio stations across the nation.