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.