Support Specialist (gamedev)

Support Specialist

X-FLOW is a mobile game development company established in 2018. We gained recognition after the release of Happy Color, the most popular digital coloring book and one of the most successful ad-driven mobile apps in the world. We take pride in our diverse and talented team and partners, spread across the UK, Cyprus, the Netherlands, and other regions worldwide.

We are currently looking for a Support Specialist for our flagship project, Happy Color.

Key Responsibilities:

• Answer user requests in Zendesk (email) quickly and clearly, following our guidelines.
• Reply to reviews in the App Store and Google Play through Zendesk.
• Work closely with developers and QA to speed up problem resolution and track bug fixes.
• Create, edit, and update internal guides, response templates, and FAQs; keep the knowledge base up to date.
• Check tickets handled by the outsourcing team to make sure they're solved correctly and match our processes; fix tags if needed and give feedback to the outsourcing team.
• Coordinate communication between the outsourcing team and internal teams (Development, QA, Marketing, Legal, SMM).
• Share knowledge with the outsourcing team and new colleagues.
• Occasionally cover user communication on Facebook and Instagram (via Facebook Business Suite and Instagram Direct), when the other in-house specialist is on vacation.
• Occasionally play our product to stay in touch with user experience and gameplay mechanics.

Requirements:

• English - C1 level or higher, Russian - native.
• 2+ years of experience in customer support in the gaming industry.
• Experience with Zendesk and Jira.
• Collaboration experience with Dev and QA teams, including escalation and follow-up communication skills.
• Strong sense of responsibility, attention to detail, and ability to multitask effectively.

It'll be a plus:

• Proficiency in additional languages (C1 or higher).
• Skills in writing technical documentation or training materials.
• Experience with Facebook Business Suite / Instagram Direct.

What We Offer:

• Competitive salary and benefits package.
• Flexible working hours and remote/office work options.
• Opportunity to work with a talented and passionate team in a creative and dynamic environment.
• Career growth and professional development opportunities.
• A fun and inclusive company culture that celebrates diversity and creativity.

Join us and let's create great content together!