Support Agent (Freelance) | Brainer

Hi! We are Boosta, a holding tech company that creates, develops, and invests in digital businesses with global potential. Today, we collaborate with over 800 specialists from different parts of the world, and millions of users use our products and services. 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!