What you will do:

Customer Engagement

- Deliver high-quality, empathetic, and accurate responses to customers on App Store platforms.
- Own end‑to‑end review resolution workflows: triage, root cause synthesis, response drafting, and follow-through with stakeholders.
- Serve as a visible, credible voice of the brand—maintaining consistency with tone, guidelines, and quality standards.

Quality, SLAs & Governance

- Meet and exceed targets for response time, review coverage, quality score, adherence to brand guidelines, and escalation SLAs.
- Maintain audit-ready documentation and uphold high standards of integrity, privacy, and compliance.

Cross-Functional Collaboration

- Partner closely with Product, Engineering, Community, and Customer Support teams to resolve complex issues and improve product experiences.
- Translate user feedback signals into explicit, prioritized problem statements, product insights, to be shared with stakeholders.

Insights & Analytics

- Analyze review trends (volume, sentiment, themes, severity), using native and external dashboards, and synthesize insights into actionable recommendations for Product & Engineering.
- Monitor emerging issues, quantify impact, and communicate succinct narratives (what,



so what, now what).
- Track and report on before/after impact of product changes on ratings, sentiment, and top issues.

Gen AI & Operational Excellence

- Adopt and operationalize Gen AI tools (e.g., Copilot) to optimize workflow, drafting responses, summarizing threads, tagging themes, and generating digests.
- Build prompt libraries, macros, templates, and lightweight automations to scale efficiency without sacrificing quality.
- Experimentation

Experience:
- 2-4 years experience in community engagement, technical support, or customer support
- Advanced level troubleshooting skills
- Excellent verbal and written communication skills in English
- Beginner level expertise with data analytics, spreadsheets, and presentation software
- Ability to collaborate with multiple teams and stakeholders when resolving user queries
- Demonstrated knowledge of social media, community, or app store engagement
- Experience using apps and services, or similar apps within a creative field

Qualification:
- Bachelor's degree or certificate preferably in a creative or technical domain

📌 App Store & Engagement Specialist (Noida)
🏢 Trigent Software
📍 Noida