Description
Can you write clearly, troubleshoot systematically, and stay composed under pressure? This role puts you in direct control of customer interactions at Legends, an app that families depend on to support their kids' confidence. Your mission is straightforward but demanding: solve problems quickly, ensure users feel heard, and safeguard the reputation of a product parents trust. If you thrive on precise written communication, methodical issue resolution, and the reward of delivering genuine solutions, this position is designed for you.
Unlike most software companies that treat support as overhead or scripted busywork, Legends operates differently. We're a focused, purpose-driven team creating an app for families, where every exchange contributes to the product experience. You'll engage exclusively through chat—no phone support—leveraging Intercom, SimpleTexting, and Sentry to trace root causes and implement fixes. You'll empower parents to return to their routines, eliminate obstacles for children working toward healthier habits, and enhance the app's reliability, speed, and safety through every documented interaction.
You will serve as the bridge connecting customers, engineering, and leadership. The work is yours to own, yet you're fully supported; the Legends team stands ready when an issue requires technical escalation. If tackling challenges that impact real families appeals 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 diagnostics, and leveraging Sentry to review user behavior.
- Collaborating with engineering and leadership on escalated cases, forwarding partnership inquiries, and compiling weekly reports on analytics and recurring issues.
What you will NOT be doing
- Engineering-level technical support or any coding tasks
- Telephone-based customer service (which is why exceptional English writing ability is critical)
Key responsibilities
- Establish user confidence and loyalty by delivering rapid problem resolution and consistent support that upholds Legends' standing as a dependable, secure, and effective family app
Candidate requirements
- A minimum of 2 years in a customer support capacity
- Capacity to work during the 7-11pm EST window (Monday through Friday)
- Readiness and availability to provide coverage on weekends
Applying for a role? Here’s what to expect.
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Interview with the hiring manager.
Accept Job Offer.
Pass 
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