Description
Can you write clearly, troubleshoot systematically, and stay composed during high-volume periods? This role places you at the center of customer interactions for Legends, the trusted app helping families guide children toward greater confidence. Your mission is straightforward yet demanding: solve problems quickly, ensure customers feel heard, and safeguard the reputation of a product that parents depend on daily. If you thrive on precise written communication, methodical investigation, and the reward of delivering genuine solutions, this position is for you.
Unlike most software organizations that view support as overhead or scripted work, we take a different approach. Legends operates as a compact, purpose-driven team creating a family-focused application where every exchange contributes to the overall experience. You'll communicate exclusively via chat—no telephone support—leveraging Intercom, SimpleTexting, and Sentry to identify root causes and implement fixes. Your work will enable parents to resume their routines, eliminate obstacles for children developing positive habits, and enhance app reliability, speed, and safety through detailed interaction records.
You'll serve as the bridge connecting customers, the development team, and leadership. While you own your responsibilities, you're supported by the full Legends team whenever deeper technical intervention 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 customer inquiries received through Intercom, SimpleTexting, and social media platforms.
- Executing non-technical app administration tasks, guiding users through basic device troubleshooting, and utilizing Sentry to review user behavior patterns.
- Collaborating with the development and management teams on issue escalations, routing partnership inquiries appropriately, and preparing weekly performance metrics and problem reports.
What you will NOT be doing
- Providing technical support that requires coding or software engineering skills
- Conducting phone-based support (as a result, strong English writing ability is critical)
Key responsibilities
- Strengthen user confidence and loyalty by delivering prompt issue resolution and consistent support that upholds Legends' standing as a trustworthy, secure, and impactful application for families
Candidate requirements
- Minimum of 2 years of customer support experience
- Capacity to work 7-11pm EST (Monday through Friday)
- Willingness and availability to work weekends
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