Customer Support 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 during high-volume periods? This position puts you at the center of daily customer interactions for Legends, the trusted app helping families build confidence in children. Your mission is straightforward but demanding: solve problems quickly, ensure customers feel heard, and safeguard the reputation of a product that parents depend on. If you thrive on precise written communication, logical problem-solving, and the reward of delivering genuine resolutions, this role is for you.
Many software organizations view support as overhead or something to automate. That's not our approach. Legends operates as a focused, mission-oriented team creating an app for families, where every exchange contributes to the overall experience. Your work will be entirely chat-based—no telephone support—and you'll rely on Intercom, SimpleTexting, and Sentry to investigate root causes and address them. You'll enable parents to continue their routines, clear obstacles for children working on positive habits, and contribute to a safer, faster, more reliable app through the details you document.
You will serve as the link connecting customers, engineering, and leadership. While you drive the work independently, you're supported by the Legends team when deeper technical involvement is required. If addressing challenges 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, guiding users through basic device troubleshooting, and leveraging Sentry to trace user behavior.
- Collaborating with engineering and leadership on escalated cases, routing partnership inquiries, and delivering weekly reports on analytics and recurring issues.
What you will NOT be doing
- Providing technical support that requires coding or software engineering expertise
- Offering phone-based assistance (which is why strong English writing ability is critical)
Key responsibilities
- Establish user confidence and loyalty by delivering rapid resolutions and consistent support that upholds Legends' standing as a trustworthy, secure, and effective solution 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)
- Availability and willingness to provide coverage 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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