Senior Mobile App Support Engineer – Billing & Issues

MWDN Ltd.; United States; Remote; USD 50,000 - 70,000; Full time

Benefits offered by this job

People-first management

Friendly company culture

Flexible working hours

29 days PTO (18 working days + public)

10 paid recovery days

Support for independent contractors

Free English classes with native/Ukr

Dedicated HR support

Job summary

MWDN Ltd. is seeking a customer support specialist to handle in‑app chat, email and web form inquiries for our digital products. You will diagnose issues, provide clear English responses, and follow troubleshooting procedures while collecting device details and reproduction steps.

You will work with Zendesk/Intercom, manage subscriptions, purchases, cancellations and refunds, and escalate when needed. We value empathy, accuracy, and adherence to privacy and QA standards.

Qualifications

• 4+ years in customer support or a front-facing role.
• Fluent English with clear written and verbal communication.
• Experience handling tickets in modern support platforms (Zendesk/Intercom).
• Experience supporting payments, subscriptions, cancellations and refunds.
• Ability to document issues with evidence and reproduce steps.

Responsibilities

• Handle requests across in‑app chat, email and web forms.
• Provide clear, empathetic English responses and adapt to user situations.
• Investigate playback, login, account access and app issues.
• Review history, follow troubleshooting steps, gather device details and reproduction steps.
• Manage purchases, missing content, cancellations, billing questions and refunds.
• Verify purchase channels and transaction status and act within policies.
• Escalate with context and keep records accurate; follow team guidelines.
• Meet response-time, resolution and quality targets; apply QA feedback.
• Contribute to knowledge base, FAQs and internal docs.

Skills

4+ years experience

Fluent English

Strong written & verbal

Billing & subscriptions familiarity

Empathy & problem solving

Tools

Zendesk

Intercom

Braze

Mixpanel

Paddle

Apple in-app purchases

Google Play

Job description

MWDN Ltd. is seeking a customer support specialist to handle in‑app chat, email and web form inquiries for our digital products. You will diagnose issues, provide clear English responses, and follow troubleshooting procedures while collecting device details and reproduction steps.

You will work with Zendesk/Intercom, manage subscriptions, purchases, cancellations and refunds, and escalate when needed. We value empathy, accuracy, and adherence to privacy and QA standards.