Support Specialist

X-Flow Ltd; México; Híbrido; MXN 180.000 - 230.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible remote/office options

Competitive salary and benefits

Descripción de la vacante

X-FLOW is seeking a proactive Support Specialist for its Happy Color product. Join the in-house team to assist millions of players by handling inquiries, updating knowledge bases, and coordinating with Development, QA, Marketing, and outsourcing teams. Strong English and Russian at C1 level are required, with 2+ years in gaming support.

You'll work across Zendesk and Jira, respond to reviews, and occasionally cover social channels. Flexible remote/office options offered to fit your schedule.

Formación

• 2+ years of experience in customer support in the gaming industry.
• Experience with Zendesk and Jira.
• Collaboration experience with Development and QA teams, including escalation and follow-up communication.

Responsabilidades

• Answer user requests in Zendesk (email) quickly and clearly according to guidelines.
• Reply to reviews in App Store and Google Play via Zendesk.
• Coordinate with developers and QA to speed up resolutions and track fixes.
• Update internal guides, templates and FAQs; keep knowledge base current.
• Review outsourcing tickets for correctness and provide feedback.

Conocimientos

English - C1

Russian - C1

Gaming customer support

Multitasking

Herramientas

Zendesk

Jira

Descripción del empleo

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 take pride in our diverse and talented team and partners, spread across the UK, Cyprus, the Netherlands, and other regions worldwide. 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.

Join us and let’s create great product together! When you apply for this role, we process your personal data in accordance with our Candidate Privacy Notice (https://xflowgames.com/candidate-privacy-notice).