Support Agent (Freelance, Night Shifts) | Brainer

Location: Remote, Europe; Remote, Ukraine 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 (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!