Customer Support Specialist
Aghanim • Remote
Posted: April 15, 2026
Job Description
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
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
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
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
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
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.
Additional Content
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
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
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
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
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
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.