User Support Specialist
Remote
Remote
Role Description
We are looking for a User Support Specialist to provide excellent support to users of our conversational AI assistant that helps manage personal finances. This role focuses on responding to user queries, resolving issues, and ensuring a smooth and positive user experience while working closely with product and engineering teams.
Responsibilities
- Respond to user inquiries via email, chat, and phone in a timely and professional manner
- Troubleshoot user issues including account access, app behavior, billing, and feature usage
- Escalate technical bugs and complex issues to engineering with clear reproduction steps
- Maintain and update help documentation, FAQs, and support responses
- Track recurring issues and share insights with product and engineering teams
- Assist users with onboarding, account setup, and feature adoption
- Follow up with users after issue resolution to ensure satisfaction
Qualification
- 1–2 years of experience in customer support, help desk, or a user-facing role
- Strong written and verbal communication skills and modern layout patterns
- Ability to explain technical issues clearly to non-technical users
- Comfortable working with digital tools and technical products
Must Have
- Excellent written communication with a professional and empathetic tone
- Strong problem-solving and troubleshooting skills
- Ability to manage multiple support requests and prioritize effectively
- Detail-oriented approach to documenting issues and resolutions
- Ability to work independently in a remote environment
Nice to have
- Experience supporting mobile apps or SaaS products
- Familiarity with financial or billing-related products
- Experience with support tools such as Intercom, Freshdesk, or similar
- Experience writing or maintaining help center documentation
- Basic understanding of APIs and mobile app functionality
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
