Customer Support Specialist

Hey there! 👋 Cherry Entertainment is a fast-growing entertainment company creating addictive vertical short dramas for mobile audiences. Alongside our original series, we're also building AI-generated content and continuously expanding our product portfolio.

In addition to CherryShort, our R&D team develops and experiments with new products for both web and mobile, giving us the opportunity to explore new ideas and launch exciting projects.

As we continue to grow, we're looking for another Customer Support Specialist to join our team

Your main responsibilities:

• Handle incoming customer requests in Zendesk, with a strong focus on billing and subscription-related issues.
• Provide quality support while adhering to the team’s SLAs and KPIs.
• Handle customer complaints and come up with creative solutions in line with our support policy.
• Work with payment-related issues, including refunds, renewals, failed payments, and subscription changes.
• Create and maintain saved replies, FAQs, and internal support documentation.
• Collaborate across teams for reporting and bug resolution.

You're ideal for this role if you have:

• Advanced written English (В2-C1) and the ability to explain complex issues clearly, concisely, and politely.
• Previous experience in customer support, preferably in a mobile app, subscription-based product, or SaaS.
• Understanding of subscriptions, billing, refunds, renewals, and payment flows; experience with Stripe, PayPal, or similar platforms is a plus.
• Understand how mobile apps work (app versions, updates, compatibility with various devices).
• Strong attention to detail and the ability to handle multiple requests while maintaining a high quality of support.
• Ability to work independently, manage your time effectively, and stay calm when dealing with challenging customers

We offer you:

• Flexible hours & remote work.
• Join a young, driven team - be part of a small, ambitious crew that’s passionate, energetic, and always pushing boundaries.
• Time to recharge - vacation, sick leave, and personal days to take care of yourself.
• Exciting benefits on the way - we’re crafting a full perks package to make working with us even better.