Customer Support Specialist $30,000 USD/year Pay is set based on global value, not the local market.
Most roles = hourly rate x 40 hrs x 50 weeks
Not accepting applications on crossover.com at this time.
Description
Can you write clearly, troubleshoot methodically, and stay composed when support volume surges? This position places you at the center of customer communication for Legends, the app families trust to help children develop confidence. Your core mission is straightforward to describe but demanding to execute: solve problems quickly, ensure users feel heard, and safeguard the reputation of a product parents depend on. If you thrive on precise written English, systematic problem-solving, and the reward of closing tickets with genuine solutions, this role will suit you well.
Many software organizations view support as overhead or a scripted function. That's not our approach. Legends operates as a compact, purpose-driven team creating an app for families, where every exchange contributes to the product experience. Your work will be exclusively chat-based—no phone support—leveraging Intercom, SimpleTexting, and Sentry to identify root causes and implement fixes. You'll help parents return to their routines, eliminate obstacles for children working toward healthy habits, and improve app safety, speed, and reliability through every interaction you document.
You'll serve as the link connecting customers, developers, and leadership. While you own your work, you're supported throughout; the Legends team assists when deeper technical intervention is required. If resolving issues that impact real families feels meaningful to you, we encourage you to apply.
What you will be doing
- Managing all inbound customer requests via Intercom, SimpleTexting, and social media platforms.
- Executing non-technical app administration tasks, supporting basic device troubleshooting, and leveraging Sentry to review user behavior.
- Collaborating with developers and leadership on escalated issues, routing partnership inquiries, and preparing weekly reports on analytics and recurring problems.
What you will NOT be doing
- Technical troubleshooting that requires coding or engineering expertise
- Phone-based customer service (as a result, strong English writing ability is critical)
Key responsibilities
- Strengthen user trust and retention by delivering rapid issue resolution and consistent support that upholds Legends' standing as a dependable, secure, and effective app for families
Candidate requirements
- A minimum of 2 years of customer support experience
- Capability to work from 7-11pm EST (Monday through Friday)
- Willingness and availability to work on weekends
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