Customer Support Lead

New

TeamswellConsumer mobile apps

El Salvador. Nicaragua. Honduras. Guatemala. MexicoFull-TimeLead

Salary not disclosed

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Job Details

Have prior experience in consumer (B2C) app support; B2B account management or customer success experience is not the specified background.
Be comfortable using Zendesk or a similar help desk or ticketing platform.
Have CRM experience, such as HubSpot or a similar tool.
Have hands-on experience with RevenueCat or a comparable platform such as Stripe, and with App Store Connect and Google Play consoles.
Understand subscription states, refund flows, and app store administration basics.
Have excellent written English tone and clarity, particularly for public app store review responses.
Have daily experience with and curiosity about AI tools such as Claude or similar LLMs.
Have direct experience writing and owning support content in a knowledge base or help center.
Be able to run structured QA test passes and file actionable, reproducible bug reports.
Show strong attention to detail across billing, subscriptions, and account data.
Have experience with social media management or community responses.
Be able to triage and resolve most tickets independently, escalating only when needed.
Be comfortable responding publicly and professionally to app store reviews.

Manage the Zendesk support queue and resolve customer tickets across email and in-app chat.
Respond to App Store and Google Play reviews on behalf of the company.
Handle subscription lookups, billing questions, and refunds through RevenueCat.
Resolve account and login issues quickly and accurately.
Support light QA testing on new app releases before rollout.
Assist with general app store administration tasks.
Use AI tools to speed up ticket resolution while maintaining quality at volume.
Flag recurring issues or bug patterns to the product team.

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