Customer Support Representative

Scale Army
Cairo, Buenos Aires, Addis Ababa, Cape Town, Abuja
Workplace: RemoteContractUSD 800 - 1,000 monthlyFunction: Customer Support (Service Desk)Skills: ["Written communication","Problem-solving","Detail-oriented","Customer-focused","Collaboration"]

Provide timely, professional player support through Zendesk for billing, account, bug, and general inquiries. Troubleshoot issues, document and escalate technical problems via Jira, and support QA smoke testing by using game knowledge. Monitor and respond to player reviews on the Apple App Store and Google Play, identify recurring themes, and help maintain accurate FAQs and support documentation. Collaborate with QA and development teams through Slack to improve the player experience.

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Scale Army
Scale Army
6 hours ago

Customer Support Representative

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 6 hours agoStatus: Live

Job Summary

Provide timely, professional player support through Zendesk for billing, account, bug, and general inquiries. Troubleshoot issues, document and escalate technical problems via Jira, and support QA smoke testing by using game knowledge. Monitor and respond to player reviews on the Apple App Store and Google Play, identify recurring themes, and help maintain accurate FAQs and support documentation. Collaborate with QA and development teams through Slack to improve the player experience.
Location: Cairo, Buenos Aires, Addis Ababa, Cape Town, Abuja
Workplace: Remote
Employment Type: Contract · Permanent
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Provide prompt, professional email support to players via Zendesk and maintain positive player experience across billing, account, and bug inquiries.
  • •Troubleshoot customer concerns using support resources and provide accurate responses while maintaining timely performance.
  • •Identify technical issues reported by players, document them in Jira (or similar), and escalate as needed.
  • •Collaborate with QA to support issue resolution, including conducting QA smoke tests using game mechanics and features.
  • •Monitor and respond to player reviews on the Apple App Store and Google Play Store, identify recurring themes, and communicate findings internally.

Pay and Benefits

Salary: USD 800 - 1,000 monthly

Key Requirements

  • •2+ years of customer support experience, preferably in gaming, technology, software, or online products.
  • •Experience providing ticket-based support using Zendesk or a similar CRM platform.
  • •Experience managing FAQs, documentation, or knowledge base content.
  • •Comfortable troubleshooting digital products and supporting QA smoke testing using game knowledge.
  • •Experience with Jira and collaboration tools like Slack to document and escalate technical issues.
Experience:GamingOnline productsTechnologySoftwareMobile applications
Skills:Written communicationProblem-solvingDetail-orientedCustomer-focusedCollaboration
Tech Stack:ZendeskJiraSlackApple App StoreGoogle Play Store

Company Brief

Scale Army
Scale Army is a growth marketing agency that helps startups and SMBs scale through performance marketing, paid media, and data-driven customer acquisition strategies tailored to drive revenue and growth.
Industry: Professional Services
Company Size: Small (11 to 50 employees)
Growth: Established Company
Funding: Bootstrapped
Website