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 roleYou'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<ul><li>Answer tickets in Intercom across email, chat, and notes</li><li>Resolve subscription, billing, and refund requests in Stripe, Google Play Console, and RevenueCat</li><li>Talk with users who want to cancel, understand why, and offer the right retention option</li><li>Process refunds and cancellations accurately and in line with policy</li><li>Hit our targets for customer satisfaction (CSAT) and first-response time (SLA)</li><li>Spot recurring bugs and feedback, and flag them to Product with clear examples</li><li>Help improve our macros, help-center articles, and AI agent answers</li></ul>What you'll bring<ul><li>2+ years in customer support, ideally for a subscription app, SaaS, or edtech product</li><li>Fluent English (required), with clear, warm, and concise writing</li><li>Hands-on experience with Intercom or a similar help desk (Zendesk, Freshdesk, Help Scout)</li><li>A real drive to fully solve problems, not just close tickets</li><li>Comfort with metrics: you know your CSAT and response times, and you care about them</li><li>Calm, empathetic handling of frustrated users and billing disputes</li><li>A reliable home setup: stable internet and a quiet place to work </li></ul>Nice to have<ul><li>Experience with Stripe, Google Play Console, App Store Connect, or RevenueCat</li><li>Retention or save-desk experience (cancellation flows, offers, win-backs)</li><li>A second language our users speak, such as Portuguese, Spanish, Italian, or German</li><li>Experience working alongside AI support agents or chatbots</li></ul> What we offer<ul><li>USD 500–1,000 per month, based on experience, plus a quarterly bonus based on user retention</li><li>A 6-month contract to start, with the option to extend into a long-term full-time role based on performance</li><li>Fully remote: 8 hours a day, 5 days a week, with some weekend shifts on a rotation</li></ul>Why should you join Praktika:We expect dedication and hard work—but we also believe in rewarding it. Our compensation reflects the effort and results you bring to the table.<ul><li>Equity that grows with your impact: Equity growth via stock options</li><li>26 days holidays plus bank holidays. (34 days per year)</li><li>Yearly off-sites: Last year was in Dubai!</li><li>Health and wellness benefits to support your overall well-being through Safetywing</li><li>Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools</li><li>Annual educational budget of up to $1,000</li><li>Interview Process:</li></ul>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.

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