Description
Are you someone who writes with clarity, troubleshoots methodically, and stays composed under pressure? This position puts you at the center of daily customer interactions for Legends, an app families count on to help children develop confidence. The goal is straightforward but challenging: address concerns quickly, ensure users feel heard, and safeguard the reputation of a product parents depend on. If you're energized by precise written communication, systematic problem-solving, and the reward of delivering genuine solutions, this role will be a strong match.
Unlike most software companies that view support as overhead or a checklist, we take a different approach. Legends operates as a compact, purpose-focused team creating an application for families, where every exchange contributes to the overall experience. Your work will be entirely chat-based—no telephone support—leveraging Intercom, SimpleTexting, and Sentry to understand root causes and resolve them. You'll enable parents to resume their routines, eliminate obstacles for children building positive habits, and enhance the app's safety, speed, and reliability through detailed interaction records.
You will serve as the link connecting customers, engineering staff, and senior leadership. While you take ownership of your responsibilities, you are supported by the full Legends team whenever deeper intervention is required. If addressing challenges that impact real families feels meaningful to you, we invite you to apply.
What you will be doing
- Managing all inbound customer questions through Intercom, SimpleTexting, and social media platforms.
- Executing app administration tasks that do not require coding, supporting fundamental device troubleshooting, and utilizing Sentry to review user behavior.
- Collaborating with engineering and leadership on escalated matters, routing partnership inquiries appropriately, and generating weekly reports on analytics and recurring issues.
What you will NOT be doing
- Technical troubleshooting that requires coding or software engineering skills
- Telephone-based customer service (as a result, exceptional written English is critical)
Key responsibilities
- Strengthen user confidence and long-term engagement by delivering swift problem resolution and consistent support that upholds Legends' standing as a trusted, secure, and impactful app for families
Candidate requirements
- A minimum of 2 years of experience in customer support roles
- Capacity to work during the hours of 7-11pm EST (Monday through Friday)
- Readiness and flexibility to be available for weekend shifts
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