Customer Support Agent

We’re looking for a Support Agent!

At the beginning, this is a hands-on role — working with tickets, users, and real problems.

Over time, you’ll move toward automation: improving workflows, implementing AI, and reducing manual work.

What You’ll Do

• Handle customer inquiries across channels (Zendesk, App Store/Google Play reviews, social media)
• Investigate and resolve user issues (from bugs to subscription questions)
• Maintain high-quality, thoughtful responses – not just copy-paste replies
• Identify patterns in incoming tickets and flag recurring issues
• Help reduce negativity in public channels by resolving issues quickly and effectively

Over time, you will:

• Contribute to support automation
• Suggest and implement ways to reduce manual work
• Work closely with Product by sharing user insights and recurring pain points
• Continuously improve internal workflows and support processes

We’re Looking For Someone Who

• Has 1-3 years of experience in customer support (consumer apps or SaaS is a plus)
• Actually cares about users and their experience
• Is detail-oriented and comfortable handling a high volume of tickets
• Is curious about automation and open to learning new tools
• Has a basic understanding (or strong interest) in AI/LLMs
• Is comfortable working with subscription-based products (Apple/Google ecosystems is a plus)
• Is comfortable working with multi-language support (additional languages are a strong plus)

Nice to Have

• Background in photo/video editing apps or creative tools

• Professional development — access to paid training and courses, online/offline lectures, workshops, and trainings. Our team participates in all major IT meetups;
• Adaptation — qualitative onboarding, we help to quickly and smoothly solve all problems and regularly collect feedback;
• Career development — Review is conducted every 6 months, we monitor the results and help improve performance;
• Equipment — everything you need to work: powerful, additional monitors, phones\devices\ software license;
• Balance between work and personal life — the ability to conveniently build your work schedule, take days off without a bunch of approvals and bureaucracy;
• Health — the opportunity to obtain extended voluntary health insurance (on the territory of Montenegro);
• Office space — a cool office in Montenegro, with comfortable workplaces and lounge areas;
• Relocation — we offer a full package of documents for those who has opportunity to join an office space in Montenegro, and we help with obtaining a residence permit;
• Prequel+ — premium access to the entire Prequel product.