Premium Customer Support
About us - At Praktika.ai we are on a mission to deliver efficient and engaging learning experiences for billions of students worldwide by bridging the gap between learning apps and human tutors. - We have done this by creating a fully automated language tutorship experience powered by generative AI Avatars. - After raising $30 million in Series-A funding, we are growing and looking for a (Insert job title) to join us! - We are a global small team of 50 innovators who are pushing the boundaries of what’s possible in language learning and tutoring. - In this fast-paced environment we like independent self-starters who can work well in a team as well as unassisted and who enjoy the working environment of an early-stage startup. About the role - You'll look after our Premium subscribers. - You'll answer tickets in Intercom, solve billing and subscription issues end to end, and help users who want to cancel find a reason to stay. - You'll work alongside Mira, our AI support agent, and own the cases that need a human. What you'll do - Answer tickets in Intercom across email, chat, and notes - Resolve subscription, billing, and refund requests in Stripe, Google Play Console, and RevenueCat - Talk with users who want to cancel, understand why, and offer the right retention option - Process refunds and cancellations accurately and in line with policy - Hit our targets for customer satisfaction (CSAT) and first-response time (SLA) - Spot recurring bugs and feedback, and flag them to Product with clear examples - Help improve our macros, help-center articles, and AI agent answers What you'll bring - 2+ years in customer support, ideally for a subscription app, SaaS, or edtech product - Fluent English (required), with clear, warm, and concise writing - Hands-on experience with Intercom or a similar help desk (Zendesk, Freshdesk, Help Scout) - A real drive to fully solve problems, not just close tickets - Comfort with metrics: you know your CSAT and response times, and you care about them - Calm, empathetic handling of frustrated users and billing disputes - A reliable home setup: stable internet and a quiet place to work Nice to have - Experience with Stripe, Google Play Console, App Store Connect, or RevenueCat - Retention or save-desk experience (cancellation flows, offers, win-backs) - A second language our users speak, such as Portuguese, Spanish, Italian, or German - Experience working alongside AI support agents or chatbots What we offer - USD 500–1,000 per month, based on experience, plus a quarterly bonus based on user retention - A 6-month contract to start, with the option to extend into a long-term full-time role based on performance - Fully remote: 8 hours a day, 5 days a week, with some weekend shifts on a rotation - Equity that grows with your impact: Equity growth via stock options - 26 days holidays plus bank holidays. (34 days per year) - Yearly off-sites: Last year was in Dubai! - Health and wellness benefits to support your overall well-being through Safetywing - Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools - Annual educational budget of up to $1,000 Interview Process - We will provide you with feedback throughout the interview process. - Join Praktika and lead the charge in driving exponential growth and innovation. - Apply now to be part of a team that is redefining language learning for millions of users worldwide.