Premium Customer Support & Retention Specialist

Praktika; Greater London; Teletrabalho; GBP 4200 - 8400; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Fully remote

Contract to full-time option

Equity via stock options

Educational budget

Annual retreats

Health and wellness benefits

AI toolkit access

Resumo da oferta

Praktika is seeking a customer support specialist to manage Premium subscribers, answer tickets in Intercom, and resolve billing issues end-to-end. You will work alongside Mira, our AI support agent, taking ownership of cases requiring a human touch.

This fully remote role is 8 hours daily, 5 days a week, with occasional weekend shifts. We offer USD 500–1,000 per month, plus a quarterly bonus based on user retention, and potential progression to a long-term full-time position.

Qualificações

• 2+ years in customer support, ideally for subscription apps or SaaS.
• Fluent English, clear and concise writing.
• Hands-on experience with Intercom or similar help desk tools.
• A real drive to fully solve problems, not just close tickets.
• Comfort with metrics: CSAT and response times matter.
• Calm, empathetic handling of frustrated users and billing disputes.

Responsabilidades

• 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 retention options
• 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

Conhecimentos

Customer support

Communication skills

Problem solving

Empathy

Home office setup

Metrics oriented

Ferramentas

Intercom

Zendesk

Freshdesk

Help Scout

Stripe

Google Play Console

RevenueCat

Descrição da oferta de emprego

Praktika is seeking a customer support specialist to manage Premium subscribers, answer tickets in Intercom, and resolve billing issues end-to-end. You will work alongside Mira, our AI support agent, taking ownership of cases requiring a human touch.

This fully remote role is 8 hours daily, 5 days a week, with occasional weekend shifts. We offer USD 500–1,000 per month, plus a quarterly bonus based on user retention, and potential progression to a long-term full-time position.