Astraler Technology is looking for a proactive, independent Customer Support Representative (Mid-Level) to take ownership of building and managing the customer support function for our mobile app products.

Building on existing operations, you will independently handle customer inquiries, develop and improve support processes, and collaborate with Product and Engineering teams to resolve issues and turn customer feedback into actionable insights. You will also leverage AI tools to improve support quality and efficiency.

• Provide customer support: Respond to customer inquiries and issues through email, in-app chat, app store reviews, and other assigned channels (such as Meta), ensuring timely and helpful support.
• Handle reported app issues: Collect relevant information from customers, forward reported technical issues to the appropriate Product or Development teams for investigation, and keep customers updated on the resolution progress.
• Collect customer feedback: Gather and organize customer feedback, complaints, and feature requests, and share relevant insights with the Product team to improve the apps and user experience.
• Monitor and report support performance: Track key support metrics, including response times, customer satisfaction, and recurring issues. Prepare weekly and monthly reports highlighting trends and areas for improvement. 
• Build and improve CS processes: Support the setup and improvement of helpdesk tools, support workflows, response templates, and knowledge base articles, including procedures for handling billing, subscription, and privacy-related requests. 

• 3-5+ years in customer support, ideally for a consumer mobile app or subscription product
• Exceptional written communication: empathetic, clear, and on-brand, in English
• Hands-on helpdesk experience (e.g. Zendesk, Intercom, Help Scout), including automations, tagging, and reporting
• Analytical mindset: comfortable with ticket data and spreadsheets, able to spot trends and present insights to stakeholders
• AI fluency: experience using AI tools in daily work (e.g. LLMs for triaging emails, drafting replies, summarizing tickets, categorizing feedback, or AI-assisted helpdesk features), with the curiosity and judgment to expand their use, and to know where human review is still needed
• Strong self-starter with the ability to work independently, take ownership of the customer support function, and build or improve CS processes and workflows with minimal supervision. Comfortable collaborating cross-functionally with Product and Engineering teams.