Customer Support Specialist at Aghanim

We are looking for a Customer Support Specialist to support end users at the intersection of gamedev and payments. This role focuses on resolving complex user issues, ensuring high-quality communication, and maintaining reliability across payment and account-related flows. You will work directly with player-facing cases that go beyond standard automation — investigating payment issues, identifying root causes, and coordinating with internal teams to drive resolution. You will operate as a critical layer between users and product, engineering, and payments teams — helping surface issues early and improve overall user experience. ROLE RESPONSIBILITIES 1. User Support and Communication - Provide timely and accurate support to end users regarding payments, account issues, and platform usage - Communicate clearly and professionally across chat and email channels - Handle complex and non-standard cases beyond chatbot capabilities - Maintain consistent communication quality and a high standard of user experience 2. Payments and Issue Resolution - Investigate user-reported payment issues, including failed transactions and missing deliveries - Validate payment status and identify discrepancies across systems - Escalate issues to internal teams with clear context and supporting data - Distinguish between payment issues, product bugs, and game-related inquiries 3. Ticket Management and SLA Compliance - Manage incoming requests and maintain structured ticket handling - Ensure SLA compliance: - First response within 24 hours - Priority users — response within ~30 minutes - Follow-ups within 8 hours - Maintain clear communication throughout the lifecycle of each request 4. Monitoring and Reporting - Track incoming request patterns and identify recurring issues - Proactively report anomalies such as spikes in payment failures or similar complaints - Act as an early signal layer for product, payment, and UX-related issues 5. Cross-functional Collaboration and Process Improvement - Collaborate with Product, Engineering, and Payments teams to resolve issues - Provide structured feedback based on recurring user problems - Contribute to improving support workflows, automation, and internal processes - Support scaling of support operations as the product grows REQUIRED QUALIFICATIONS - Experience in customer support, user support, or operations (or strong motivation to develop in this area) - Fluent English (written and spoken) with clear and professional communication - Strong written communication skills with attention to clarity and tone - Ability to quickly understand issues and explain solutions in a structured, user-friendly way - High level of responsibility, attention to detail, and process discipline - Ability to work in a shift-based or flexible schedule PREFERRED QUALIFICATIONS - Experience in gaming, mobile apps, or digital products - Experience in payments, fintech, or banking operations - Familiarity with support tools (e.g., Zendesk, Intercom) - Understanding of payment flows and common transaction issues WHAT WE’RE LOOKING FOR - Structured and detail-oriented approach to problem-solving - Strong sense of ownership over user issues and outcomes - Ability to operate effectively in a fast-paced environment - Clear and consistent communication under pressure SUCCESS METRICS - SLA adherence (response times and follow-ups) - Quality and clarity of user communication - Resolution rate - User satisfaction (CSAT) Aghanim helps game developers achieve financial and creative independence by providing the solutions they need to launch, run, and grow their businesses.