Customer Support Lead

CONSUMER APP SUPPORT SPECIALIST

Teamswell is a high-growth nearshore outsourcing company working for US companies. Our mission is to help small and medium-sized US businesses grow and become more profitable by having access to highly engaged, skilled, and experienced talent at a fair price, and to generate career opportunities for bilingual professionals in Latin America with fair compensation and professional and personal growth opportunities.

We are currently looking for day-to-day customer support through mobile apps. This is a B2C support role. You'll be on the front line for the company's app users, resolving billing, refund, account, and login issues quickly across email, in-app chat, and app store reviews. Who will need to move fast and lean on AI tools to do it.  This role is best suited to someone who already works that way.

In Teamswell every team member has an instrumental role and impact on the success of our business and our client’s success, so we seek to have highly motivated individuals who thrive in a fast-paced work environment, who are intelligent, eager to work hard, reliable, and able to communicate effectively with all levels of an organization. Our Marketing Project Manager will possess the skills and experience required and will also possess a positive attitude and ability to solve complex problems and work in a fast-paced and rapidly changing environment. We value people who are good communicators, quick learners, scrappy about finding creative solutions to problems, and conscious of their work quality. We expect all our team members to deliver excellence in both technical expertise as well as in their everyday relationships with their team.

CORE RESPONSIBILITIES

·       Manage the Zendesk support queue, resolving 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 and maintain quality at volume

·       Flag recurring issues or bug patterns to the product team

Requirements

REQUIRED EXPERIENCE & QUALIFICATIONS

·     

• Prior experience in consumer (B2C) app support not B2B account management or customer success
• Comfortable working in Zendesk or a similar help desk/ticketing platform
• CRM experience (HubSpot or similar)
• Experience with Console and Platform Fluency: hands-on experience using RevenueCat (or a comparable platform like Stripe) AND the app store consoles (App Store Connect, Google Play). You must already understand subscription states, refund flows, and store admin basics.
• Excellent written English tone and clarity matter, especially in public app store review responses
• Daily AI Fluency: Daily experience with and genuine curiosity for AI-tool fluency (specifically with Claude or similar LLMs).
• Content Creation: Direct experience writing and owning support content in a knowledge base or help center.
• QA & Bug Reporting: Proven ability to run structured QA test passes and file actionable, reproducible bug reports.
• Strong attention to detail across billing, subscriptions, and account data
• Experience with social media management or community response
• Ability to triage and resolve most tickets independently, escalating only when truly needed
• Comfortable responding publicly and professionally in app store reviews