Premium Customer Support (Remote, 6-Month Contract)

Praktika

2d • Remote

About The Position

Praktika.ai is hiring a Premium Customer Support professional to look after its Premium subscribers. The role involves answering support tickets, resolving billing and subscription issues end to end, and helping users considering cancellation find a reason to stay. The successful candidate will work alongside Mira, the company’s AI support agent, and handle cases that require human support.

This is a fully remote, six-month contract, working eight hours a day, five days a week, with some weekend shifts on a rotation. Compensation is USD 500–1,000 per month based on experience, plus a quarterly bonus based on user retention. The contract may be extended into a long-term full-time role based on performance.

Requirements

• At least 2 years of customer support experience, ideally for a subscription app, SaaS, or edtech product.
• Fluent English, with clear, warm, and concise writing.
• Hands-on experience with Intercom or a similar help desk such as Zendesk, Freshdesk, or Help Scout.
• A strong drive to fully solve problems rather than simply close tickets.
• Comfort with customer support metrics, including CSAT and response times.
• Ability to handle frustrated users and billing disputes calmly and empathetically.
• A reliable home setup with stable internet and a quiet place to work.

Nice To Haves

• Experience with Stripe, Google Play Console, App Store Connect, or RevenueCat.
• Retention or save-desk experience, including cancellation flows, offers, and win-backs.
• A second language spoken by users, such as Portuguese, Spanish, Italian, or German.
• Experience working alongside AI support agents or chatbots.

Responsibilities

• Answer tickets in Intercom across email, chat, and notes.
• Resolve subscription, billing, and refund requests using Stripe, Google Play Console, and RevenueCat.
• Speak with users who want to cancel, understand their reasons, and offer appropriate retention options.
• Process refunds and cancellations accurately and in accordance with policy.
• Meet customer satisfaction (CSAT) and first-response-time (SLA) targets.
• Identify recurring bugs and user feedback, and report them to Product with clear examples.
• Help improve support macros, help-center articles, and AI agent answers.

Benefits

• Quarterly bonus based on user retention.
• Equity growth via stock options.
• 26 days of holidays plus bank holidays (34 days per year).
• Yearly off-sites.
• Health and wellness benefits through Safetywing.
• Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools.
• Annual educational budget of up to $1,000.

What This Job Offers

• Career Level: Entry Level
• Education Level: No Education Listed