Customer Support Lead

Teamswell; Mexico; On-site; PHP 828,200 - 1,242,300; Full time

Job summary

Teamswell is seeking a Consumer App Support Specialist to handle day-to-day B2C app support across email, in-app chat, and app store reviews, resolving billing, refunds, and login issues quickly. The role requires strong written English, experience with Zendesk or similar platforms, familiarity with RevenueCat, and an AI-enabled approach to high-volume tickets in a fast-paced nearshore environment.

You will be on the front line for app users and collaborate with product teams to improve customer

Qualifications

• Prior experience in consumer (B2C) app support.
• Proficient in Zendesk or similar help desk/ticketing platform.
• Experience with subscription or billing platforms (RevenueCat a plus).
• Excellent written English tone and clarity, especially in public app store responses.
• Active, hands-on use of AI tools to move quickly through high ticket volume.
• Strong attention to detail across billing, subscriptions, and account data.

Responsibilities

• Manage the Zendesk support queue, resolving tickets across email and in-app chat.
• Respond to App Store and Google Play reviews on behalf of the company.
• Handle subscription lookups, billing questions, and refunds.
• Resolve account and login issues quickly and accurately.
• Support light QA testing on new app releases before rollout.
• Assist with general app store administration tasks.
• Use AI tools to speed up ticket resolution and maintain quality at volume.
• Flag recurring issues or bug patterns to the product team.

Skills

Written English

AI-assisted support

Fast learner

Attention to detail

Effective communication

Tools

Zendesk

HubSpot

RevenueCat

CRM platforms

Job description

CONSUMER APP SUPPORT SPECIALIST

Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities.

We are currently looking for day-to-day customer support through mobile apps. This is a B2C support role. You'll be on the front line for the company's app users, resolving billing, refund, account, and login issues quickly across email, in-app chat, and app store reviews. Who will need to move fast and lean on AI tools to do it. This role is best suited to someone who already works that way.

In Teamswell every team member has an instrumental role and impact on the success of our business and our client's success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our Marketing Project Manager will possess the skills and experience required and will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team.

Core Responsibilities

• Manage the Zendesk support queue, resolving customer tickets across email and in-app chat
• Respond to App Store and Google Play reviews on behalf of the company
• Handle subscription lookups, billing questions, and refunds through RevenueCat
• Resolve account and login issues quickly and accurately
• Support light QA testing on new app releases before rollout
• Assist with general app store administration tasks
• Use AI tools to speed up ticket resolution and maintain quality at volume
• Flag recurring issues or bug patterns to the product team

REQUIRED EXPERIENCE & QUALIFICATIONS

• Prior experience in consumer (B2C) app support not B2B account management or customer success
• Comfortable working in Zendesk or a similar help desk/ticketing platform
• CRM experience (HubSpot or similar)
• Experience with subscription or billing platforms (RevenueCat experience is a strong plus)
• Excellent written English tone and clarity matter, especially in public app store review responses
• Active, hands-on use of AI tools to move quickly through high ticket volume. This is non-negotiable
• Strong attention to detail across billing, subscriptions, and account data
• Experience with social media management or community response
• Ability to triage and resolve most tickets independently, escalating only when truly needed

Comfortable responding publicly and professionally in app store reviews