Customer Service Representative $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
Are you someone who writes clearly, troubleshoots methodically, and stays composed when support volume surges? This position places you at the center of daily customer interactions for Legends, an app families trust to help children develop confidence. Your mission is straightforward in concept but demanding in execution: solve problems quickly, ensure users feel heard, and safeguard the reputation of a product parents depend on. If you thrive on precise written communication, logical problem-solving, and the reward of closing tickets with genuine solutions, this role will suit you.
Most software organizations view support as overhead or something to script. We take a different approach. Legends is a lean, purpose-driven team creating an app for families, and every customer exchange is an extension of the product itself. You'll operate exclusively through chat—no phone support—relying on Intercom, SimpleTexting, and Sentry to investigate what truly occurred and address it. You will enable parents to resume their routines, eliminate obstacles for children working to establish positive habits, and contribute to making the app more secure, efficient, and reliable through every interaction you document.
You'll serve as the bridge connecting customers, engineering, and leadership. You manage the workload independently, yet you're fully supported; the Legends team steps in whenever a deeper technical intervention is required. If tackling challenges that impact real families feels meaningful, we invite you to apply.
What you will be doing
- Managing all inbound customer questions via Intercom, SimpleTexting, and social media platforms.
- Executing non-technical app admin tasks, guiding users through basic device troubleshooting, and leveraging Sentry to review user behavior and activity logs.
- Collaborating with engineering and management on escalated cases, routing partnership inquiries, and generating weekly reports on analytics and recurring issues.
What you will NOT be doing
- Technical troubleshooting that requires coding or engineering expertise
- Phone-based customer support (which is why excellent written English is critical)
Key responsibilities
- Strengthen user trust and retention by delivering rapid issue resolution and consistent support that upholds Legends' standing as a trustworthy, secure, and effective app for families
Candidate requirements
- A minimum of 2 years of customer support experience
- Capacity to work 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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Chat-style
screening interview.
Cognitive 
aptitude test.
Prove real-world 
job skills.
Interview with the hiring manager.
Pass
proctored test.
Accept job offer.
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