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Xflow

Support Specialist

Xflow

Support Specialist assisting millions of Happy Color players for X-FLOW, a global mobile game developer. Handling tickets, app reviews, escalations, and outsourcing-team quality.

Posted 8/4/2026full-timeRemote • 🇲🇽 MexicoJuniorMid-LevelWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in customer support within the gaming industry, utilizing Zendesk and Jira for effective communication and problem resolution. Proficient in creating technical documentation and collaborating with cross-functional teams to enhance user experience.

Highest-signal resume keywords
Customer Support ExperienceZendesk ProficiencyCollaboration With Development And QAEnglish C1 LevelRussian C1 Level

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
ZendeskJiraTechnical Documentation WritingCustomer SupportBug Tracking
Soft Skills
Attention To DetailMultitaskingEscalation CommunicationStrong Sense Of Responsibility
Tools & Technologies
Facebook Business SuiteInstagram Direct
Industry Keywords
Gaming IndustryKnowledge BaseUser ExperienceResponse TemplatesProcess Compliance

About the role

Key responsibilities & impact
  • Answer user requests in Zendesk by email quickly and clearly, following guidelines
  • Reply to App Store and Google Play reviews through Zendesk
  • Collaborate with developers and QA to accelerate problem resolution and track bug fixes
  • Create, edit, and update internal guides, response templates, FAQs, and the knowledge base
  • Review tickets handled by the outsourcing team for correctness and process compliance
  • Correct ticket tags and provide feedback to the outsourcing team
  • Coordinate communication between the outsourcing team and Development, QA, Marketing, Legal, and SMM
  • Share knowledge with the outsourcing team and new colleagues
  • Occasionally handle user communication on Facebook and Instagram during the other in-house specialist’s vacation
  • Occasionally play the product to stay familiar with user experience and gameplay mechanics

Requirements

What you’ll need
  • English — C1 level
  • Russian — C1 level
  • 2+ years of customer support experience in the gaming industry
  • Experience with Zendesk and Jira
  • Collaboration experience with Development and QA teams
  • Escalation and follow-up communication skills
  • Strong sense of responsibility
  • Attention to detail
  • Ability to multitask effectively
  • Proficiency in additional languages at C1 level or higher is a plus
  • Skills in writing technical documentation or training materials are a plus
  • Experience with Facebook Business Suite / Instagram Direct is a plus

Benefits

Comp & perks
  • Competitive salary and benefits package
  • Flexible remote/office working options
  • Opportunity to impact a global product with millions of active users
  • A creative, dynamic environment with a talented and friendly team
  • Professional growth and leadership opportunities