Support Agent (Freelance) | Brainer

We are currently looking for a Support Agent to join our project Brainer, which is building a comprehensive online platform for measuring, training, and systematically developing human cognitive abilities.

Brainer is a digital space for those who want to think faster, deeper, and more effectively. It brings together:

• brain quizzes;
• brain games;
• puzzles;
• courses and educational modules.

What will be in your focus:

• Communicating with customers and being the voice and face of the company by handling incoming requests from users worldwide via email.
• Regularly achieving team and individual performance KPIs, including First Response Time, Resolution Time, CSAT, and others.
• Quickly and deeply mastering all product processes, collecting details for complex requests, and escalating bug reports to the relevant departments, including Technical Support, Product, and Legal.
• Working with payment systems, including initiating and processing refunds for users.
• Proactively identifying weaknesses in the service and contributing to the creation and improvement of templates (macros), testing and launching new support tools to improve customer experience.
• Maintaining internal work documentation, regularly attending 1-to-1 meetings with the Team Lead and team, and completing other ongoing tasks from the manager.
• Providing uninterrupted support by working in a 2/2 shift schedule from 06:00 to 18:00.

You are our perfect match if:

• Your English level is B1+ (Upper Intermediate) to B2+ or higher. You can communicate fluently and accurately in writing, including via email.
• You have 3 months to 1+ year of practical experience in Customer/Technical Support, sales, especially for English-speaking markets, or customer retention (Retention).
• You can quickly understand the product and support flow, collect detailed information from users, and accurately communicate bug reports to Technical, Product, or Legal teams.
• You have experience maintaining work documentation, working with macros (templates), and suggesting ideas for their improvement.

Soft Skills

• You have high empathy and customer orientation, can listen to users, genuinely want to help them solve problems and achieve their goals, and can leave a positive impression even in challenging or conflict situations.
• You are stress-resistant and can remain calm and polite when handling complex cases and a high volume of requests.
• You are adaptable and flexible and are ready to work in a fast-paced startup environment, viewing new tools, processes, and changes as an interesting challenge rather than an obstacle.
• You are attentive to detail, which is essential when collecting data for ticket escalation to other departments.
• You can accept constructive criticism and provide feedback to the team and Team Lead.

 

The stages you’ll go through:

• Stage 1. Pre-screen.
  Stage 2. Interview.
• Stage 3. 2 days of training.
• Stage 4. 2 test shifts.
  Stage 5. Job Offer!

If you’re driven by the challenge of building outstanding products, send us your CV — let’s get to know each other!