Customer Support Manager

Remote Premium Customer Support (Remote, 6-Month Contract)

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

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.

• 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.