Job Description

Summary

We are seeking a Senior Customer Support Specialist to assist users through email, chat, and in-app support. This role focuses on managing Zendesk tickets, handling and improving the AI chatbot, and preparing weekly support metrics. This is not a call-center role.

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