Description
Do you write like a human, think like a detective, and keep your cool when the inbox spikes? In this role, you’ll own day-to-day customer conversations at Legends, the app trusted by families to help kids build confidence. Your job is simple to say and hard to do: resolve issues fast, make people feel understood, and protect the reputation of a product parents rely on. If you live for crisp written English, structured troubleshooting, and the satisfaction of closing a ticket with a real resolution, you’ll fit right in.
Most software companies treat support like a cost center or a script. We don’t. Legends is a small, mission-driven team building an app for families, and every conversation is part of the product. You’ll work in chat only—no phone queues—using Intercom, SimpleTexting, and Sentry to diagnose what actually happened and fix it. You will help parents get back to their day, remove blockers for kid trying to build healthy habits, and make the app safer, faster, and more dependable with each interaction you log.
You’ll be the connective tissue between customers, developers, and leadership. You own the work, but you’re never alone; the Legends team backs you up when something needs a deeper fix. If solving problems that matter to real families sounds rewarding, step in and apply!
What you will be doing
- Handling all incoming customer inquiries across Intercom, SimpleTexting, and social channels.
- Performing non-coding app admin operations, assisting with basic device troubleshooting, and using Sentry to investigate user activity.
- Coordinating with developers and management on escalations, passing partnership requests, and producing weekly analytics and issue summaries.
What you will NOT be doing
- Technical support involving coding or engineering
- Phone support (therefore, English writing skills are extremely important)
Key responsibilities
- Build user trust and retention through fast issue resolution and dependable support that preserves Legends’ reputation as a reliable, safe, and effective app for families
Candidate requirements
- At least 2 years of customer support experience
- Ability to work from 7-11pm EST (Monday through Friday)
- Willingness and availability to work on weekends
Applying for a role? Here’s what to expect.
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