Job Description

Summary

 Be the friendly face behind our user support! You’ll assist customers via chat and email, resolve issues, and help them enjoy our platform. 

Responsibilities

1.Mapping the entire support journey

• Entry points: in-app chat, email, social, payment disputes, chargebacks etc.
• Free vs paying users
• Measuring and keeping track of Response & resolution times for each segment.

2.Building the support system

• Choose or optimize the helpdesk tool (Zendesk)
• Set up:

a)Ticket categories & tags (billing,verification, tech issue, refunds, etc.)

b)Escalation flows: CS to TECH to Management

• Create knowledge base / FAQ for users + internal playbook for agents.

3.AI + automation

• Implement AI chatbot / AI reply assist for:

a)Common FAQs (password, login, basic billing).

b)Common questions that are safe to automate.

• Decide:

a)What AI handles automatically.

b)What must go to human because of safety / legal / reputation.

c)Train AI using your internal FAQs, your tone of voice, and risk policies.

Skills & traits:

• Strong English written communication (this is your core).
• Comfortable with sensitive topics
• Understands risk & compliance: KYC, fraud chargebacks scenarios.
• Data-oriented: Can pull simple reports, look at trends, suggest fixes.
• Leadership: Can manage the whole system and can help implement roadmap for AI
• Tech-savvy: Not scared of AI tools, APIs, tags, triggers, etc.

Job Requirements

Requirements

• 3–7 years in Customer Support / CX for consumer apps 
• Experience as a Team Lead / Senior Agent / Manager.
• Hands-on with tools like Zendesk
• Worked with AI assistants or at least macros / automation. (Big bonus)
• Comfortable handling dating content and complex user issues.
• Strong written English; clear, empathetic, and firm when needed.
• You enjoy creating structure: workflows, SOPs, tags, macros.
• You are curious about AI tools and automation to scale support.

As part of our team, you'll enjoy: 

• Good Basic Salary based on experience.
• Working with a stable & well-established company.
• Strategic location – safe environment
• Quarterly Performance Bonus
• Collaborating with a team of creative, fun and driven colleague

Skills