Location: Vietnam (prefer located in Ho Chi Minh City)

About Murror:

Murror is a pioneering AI self-compassion company dedicated to transforming the way individuals engage with self-compassion and personal well-being. By leveraging cutting-edge AI technology, we create personalized self-compassion solutions that are accessible, effective, and engaging. Our mission is to empower people to take control of their well-being through innovative tools and interactive experiences

Job Description:

We are seeking a Customer Support Specialist to join our team and serve as the primary point of contact for users. In this role, you will interact with users through social media platforms, chat tools, and hotline calls to identify and address issues, bugs, and other concerns they encounter while using our app. You will also collaborate closely with internal teams to ensure timely resolution of user issues and provide valuable feedback to improve our product and services.

Responsibilities:

User Support:

• Respond promptly to user inquiries via social media platforms, live chat, email, and hotline calls.

• Assist users in resolving app-related issues, answering questions, and providing guidance on how to use the app effectively.

Issue and Bug Reporting:

• Identify and document recurring bugs, technical issues, and user pain points.

• Escalate unresolved or critical issues to relevant teams (e.g., development, QA).

Collaboration:

• Work closely with product and technical teams to provide detailed feedback and ensure timely resolution of user concerns.

• Act as the voice of the user, highlighting key trends and challenges faced by users to drive product improvements.

Data Analysis and Reporting:

• Create detailed reports summarizing user issues, feedback, and suggestions.

• Identify patterns or trends in user concerns and recommend actionable insights.

Documentation:

• Develop and maintain FAQs, troubleshooting guides, and support documentation to improve user self-service options.

Qualifications:

• Proven experience in customer support or a similar role.

• Excellent communication skills, both written and verbal, in English.

• Familiarity with social media platforms, live chat tools

• Strong problem-solving skills with a user-centric mindset.

• Basic understanding of mobile app functionality and technical troubleshooting.

• Ability to handle multiple tasks and prioritize effectively in a fast-paced environment.

• Empathy, patience, and a passion for delivering exceptional user experiences.

Preferred Qualifications:

• Experience working in the tech or mobile app industry.

• Proficiency in other languages is a plus.

• Familiarity with bug-tracking tools like JIRA or Trello.

What We Offer:

• Competitive salary and benefits package.

• A dynamic and collaborative work environment.

• Opportunities for professional growth and skill development.

• The chance to make a direct impact on improving user experiences.

At Murror, we celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage candidates of all backgrounds to apply.