Customer Experience 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 role puts you in charge of daily customer communication for Legends, an app families trust to help children develop confidence. Your objective is straightforward in theory but demanding in practice: address 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 position will suit you.
Most software organizations view support as overhead or scripted work. That's not our approach. Legends is a compact, purpose-driven team creating an app for families, and every exchange contributes to the product experience. You'll operate exclusively through chat—no telephone queues—utilizing Intercom, SimpleTexting, and Sentry to determine what occurred and resolve it. You will assist parents in resuming their routines, eliminate obstacles for children working to establish positive habits, and enhance the app's safety, speed, and reliability through every interaction you document.
You'll serve as the bridge connecting customers, developers, and leadership. You carry responsibility for the work, yet you're supported; the Legends team stands ready when something requires deeper technical intervention. If addressing challenges that impact real families feels meaningful, take the step and apply!
What you will be doing
- Managing all inbound customer requests through Intercom, SimpleTexting, and social media platforms.
- Executing non-technical app administration tasks, supporting basic device diagnostics, and leveraging Sentry to examine user behavior.
- Collaborating with developers and management on escalated issues, routing partnership inquiries, and generating weekly performance reports and issue summaries.
What you will NOT be doing
- Technical troubleshooting that requires coding or software engineering
- Telephone-based support (consequently, exceptional written English is critical)
Key responsibilities
- Establish user confidence and loyalty by delivering rapid issue resolution and consistent support that upholds Legends' standing as a trustworthy, secure, and impactful app for families
Candidate requirements
- A minimum of 2 years of customer support experience
- Capacity to work during the 7-11pm EST window (Monday through Friday)
- Willingness and availability to work on weekends
Applying for a role? Here’s what to expect.
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Chat-style
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Cognitive 
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Prove real-world 
job skills.
Interview with the hiring manager.
Pass
proctored test.
Accept job offer.
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