Great Apps (powered by Braavo Capital) is the app growth partner to some of the world's top consumer subscription apps. We help fast-growing app businesses scale on the web, through end-to-end web2app user acquisition, powered by our proprietary marketing engine and in-house team. We have a simple mission: for every one of our partners to reach the top 100 most profitable apps in their category

Position overview: We are looking for a Customer Support Specialist to join our team. In this role, you will serve as the primary point of contact for our US and EMEA clients, delivering fast, accurate, and empathetic support while helping shape a scalable, customer-first support operation.

Key responsabilities:

• Tier-1 & Tier-2 Support: Serve as the primary point of contact for inbound customer inquiries via Zendesk and other help channels, resolving issues with accuracy and urgency.

• Subscription Management: Process and manage customer subscription requests, including cancellations, refunds, access modifications, and billing inquiries.

• Dispute Resolution: Manage the end-to-end dispute and chargeback process for Stripe and PayPal, including gathering evidence, submitting responses, and tracking outcomes to minimize revenue loss.

• Partner Collaboration: Work directly with partner app teams to resolve support-related questions, align on escalation paths, and ensure a consistent, high-quality experience for end users.

• Issue Resolution & Escalation: Use our internal platform to troubleshoot technical issues, resolve tickets, and route qualified sales leads. Collaborate closely with Development and QA teams to escalate and track bugs.

• Feedback & Product Improvement: Identify recurring issues, document trends, and recommend product or feature enhancements to internal stakeholders.

• Self-Service & Automation: Build and maintain self-service resources, including FAQs, knowledge base articles, and helpdesk automations to reduce ticket volume and improve user experience.

• Process Documentation: Develop and update internal playbooks, troubleshooting guides, and operating protocols to support a scalable, best-in-class support framework.

• 1–3 years of experience in Technical Support, Customer Success, or Account Management. SaaS, ad tech, or financial services experience is a strong plus.

• Strong technical aptitude with the ability to troubleshoot and resolve customer issues related to our SaaS platform and web-based tools.

• Hands-on experience with help desk software (e.g., Zendesk or Intercom) as an agent or admin. Familiarity with CRM or project management tools is a bonus.

• Exceptional written and verbal communication skills in English, with a proven ability to translate technical concepts for non-technical audiences.

• Detail-oriented, proactive, and able to thrive in a fast-paced, growth-oriented environment.
  
  Benefits:

• Competitive compensation package aligned with your skills and experience

• Clear pathways for professional growth within a global team (US, Canada, Europe)

• Flexible work model: fully remote, hybrid, or onsite from our central Warsaw office

• Choice of employment contract: UoP (standard employment) or B2B