Support Agent (Freelance, Night Shifts) | Brainer

Description

We are currently looking for a Support Agent (Freelance, Night Shifts) 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:

• Customer communication: be the "voice and face" of the company. Handle incoming requests from users around the world via email.
• KPI achievement: consistently meet team and individual performance metrics (First Response Time, Resolution Time, CSAT, etc.).
• Product expertise and escalation: quickly and thoroughly master all product processes. Collect details on complex requests and pass bug reports to the relevant departments (technical support, product team, legal).
• Initiating refunds: work with payment systems, including processing and issuing refunds to users.
• Workflow improvement: proactively identify weak points in the service. Take part in creating and editing templates (macros), testing and launching new support tools to improve the customer experience.
• Administrative and team work: maintain internal work documentation, hold regular meetings (1-to-1) with the Team Lead and the team, and complete other ongoing tasks assigned by the manager.
• Shift work: ensure uninterrupted support by working a 2/2 shift schedule from 20:00 to 06:00.

You are our perfect match if:

• English (critically important): your level is from B1+ (Upper Intermediate) to B2+ and above. You communicate fluently and accurately in writing (email).
• Work experience: you have hands-on experience from 3 months to 1+ year in Customer/Technical Support, sales (especially for the English-speaking market), or customer retention.
• Technical literacy and troubleshooting: you can quickly get to grips with the product (support flow), collect detailed information from users, and properly pass bug reports (escalation) to the technical, product, or legal departments.
• Documentation: you have skills in maintaining work documents, working with macros (templates), and suggesting ideas for improving them.

Personal qualities:

• High empathy and customer focus: the ability to listen to users and a sincere desire to help them solve their problems and achieve their goals. The ability to leave customers with a positive impression even in the most difficult or conflict situations.
• Stress resistance: the ability to stay cool-headed and polite when handling complex cases and a high volume of requests.
• Adaptability and flexibility: readiness for a fast-paced startup environment. The ability to see new tools, processes, and changes not as obstacles but as an interesting challenge.
• Attention to detail: extremely important when collecting data for passing tickets to other departments.
• Working with feedback: the ability to take constructive criticism appropriately and give feedback to the team/lead.

The stages you'll go through:

• Stage 1. Pre-screen.
• Stage 2. Interview.
• Stage 3. Training (2 days).
• Stage 4. Test shifts (2 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!