We are Fledge — a mobile dating product for the US market. The team previously built and scaled one of the largest dating services in the CIS (14M+ installs) — based on this experience, technologies, and product expertise, we are building an international direction.
Now we are assembling a support process for international users. We are looking for an L1 Support Specialist — a person who will be the first point of contact for users: respond to inquiries, help with common questions, correctly classify cases, and pass complex situations on with the necessary context.
Tasks of the new colleague
- Respond to users;
- Handle inquiries regarding accounts, login, profiles, subscriptions, premium features, verification, likes, matches, chats, and other product scenarios;
- Work with pre-made templates and a knowledge base;
- Classify inquiries by categories, statuses, and tags;
- Collect missing data for technical cases: user_id, platform, app version, device, OS, time of issue, screenshots/videos, reproduction steps;
- Distinguish a common question from a potential bug;
- Forward complex inquiries to L2/QA/dev in a prepared format;
- Handle sensitive cases with care: payments, subscriptions, blocks, complaints, moderation;
- Help improve the FAQ, response templates, and support processes.
Our expectations
- At least 1 year of experience in customer support / technical support;
- Good written English;
- Literate and calm written communication skills;
- Attention to detail;
- Ability to work according to a process: statuses, categories, checklists, SLA;
- Ability to ask clarifying questions and gather context, not just forward the inquiry;
- Basic understanding of mobile applications: versions, devices, OS, screenshots, reproduction steps;
- Accuracy when working with user data;
- Readiness to handle a high volume of inquiries.
Will be a plus
- Experience supporting mobile applications;
- Experience with Jira Service Management, HelpDeskEddy, Zendesk, Intercom, Freshdesk, or similar systems;
- Understanding of how a bug report is formatted;
- Experience interacting with QA, product, or development teams;
- Experience with dating products;
Offered conditions
- Fully remote work in a distributed team
- Full-time / shift schedule, negotiable;
- Support via email, work in Jira, dashboards in Grafana, and admin panels for managing and analyzing user data;
- No calls;
- International product;
- Payment in currency, not tied to the ruble exchange rate;
- Employment under a Service Agreement — format depends on the country of residence;
- Start date — as soon as possible.
Fledge is a dating app designed to help people understand compatibility before they start dating.
