Customer Support
About us
We started Brainster 10 years ago to tackle the difficult challenges in education.
At Brainster, our mission is clear: we’re dedicated to supporting the global digital transformation and creating a better future for people around the world. We believe that education is the key to empowering individuals and bridging the gap between today’s skills and tomorrow’s opportunities.
About the job
As a Customer Support for AI@WORK at Brainster, you will be at the heart of our live learning experience, ensuring seamless interactions for both our B2B and B2C users, as well as instructors. This diverse role combines event hosting, user onboarding, and real-time support, making you the first point of contact for product-related assistance. You will run smooth online events, guide new users through onboarding, resolve issues as they arise, and collect feedback that drives product improvement. If you thrive in a fast-paced environment and enjoy helping others succeed, this role is for you.
Key Responsibilities:
- Respond promptly and professionally to all inquiries product related received via the official contact email.
- Conduct onboarding sessions for instructors once profiles are created by HR.
- Act as the primary support contact for instructors and company representatives post-onboarding
- Serve as the main point of contact for B2B clients :
- Collect details of the designated company representative or co-admin.
- Create user profiles, assign permissions, and deliver onboarding.
- Host all live lectures and events, ensuring a professional and engaging start.
- Introduce instructors and guide participants through session housekeeping rules.
- Monitor audience questions in the chat and prioritize 5–10 key questions for the instructor to address at the end of the session.
- Provide real-time technical assistance for issues such as login, connectivity, or platform malfunctions.
- Gather, document, and report user feedback and platform issues daily to the strategic team
- Suggest and help implement improvements based on user feedback and recurring issues.
- Coordinate with the tech support team to ensure on-call availability for all scheduled events.
- Confirm the tech support duty schedule on a weekly basis.
- Provide weekly summaries of live events, focusing on instructor performance and course quality.
- Share actionable recommendations to improve user satisfaction and product experience.
- Track recurring issues and support the implementation of contingency measures and long-term solutions
Requirements
- Excellent knowledge of English language (reading, speaking, and writing).
- Strong communication and interpersonal skills.
- Tech-savvy and comfortable troubleshooting live session tools and platforms.
- Previous experience in customer support, online event moderation, or similar roles is a plus.
- Ability to coordinate with multiple stakeholders (tech, HR, strategic team).
- Highly organized, proactive, and able to manage multiple tasks efficiently.
Working Hours
8 hours between 09:00 and 21:00 (depending on the agreed schedule for online events and activities).
Benefits we offer:
- Private Health Care
- Flexible Working Hours
- Learning & Development Opportunities
- Unlimited Vacation Days
- Hybrid Working Options
- Pet-Friendly Office
*some of the benefits are available to our team after certain period of employment
