Junior Customer Support Agent - EdTech Startup

About RiseGuide & SKELAR

RiseGuide is a rapidly scaling EdTech product built on self-improvement principles inspired by world-renowned role models. The platform helps users break habits with expert advice, optimize social media strategies, launch businesses, and achieve personal growth through proven methodologies from leaders like Andrew Huberman, Simon Sinek, Alex Hormozi, MrBeast, Richard Branson, and Steve Jobs. RiseGuide is backed by SKELAR, a venture builder creating international product-driven IT companies under venture capital principles.

Why RiseGuide Stands Out:

• Achieved unit economics validation in just 6 weeks and continues aggressive scaling
• 150,000+ paid users with a 4.6/5 rating on the App Store
• Top-3 revenue generator among Genesis ecosystem launches in the past 2 years
• Team of 35+ professionals with backgrounds from BetterMe, Welltech, Jooble, and leading international management programs

The Role: Junior Customer Support Agent

We are building an in-house customer support function from the ground up and seeking a dedicated Junior Customer Support Agent to be the voice and face of RiseGuide for our global user base. This is an excellent opportunity to grow with a high-velocity EdTech startup while directly impacting user satisfaction and product improvement.

Key Responsibilities

• User Communication: Respond to customer inquiries through email, chat, and future phone channels with empathy and clarity. Work on a rotating schedule including night shifts to serve our global audience and meet KPI targets.
• Process Optimization: Identify opportunities to improve support operations—from refining response macros to testing and implementing new tools and workflows that enhance efficiency.
• Product Expertise: Develop deep knowledge of RiseGuide's features and user flows. Quickly identify product gaps and pain points, escalating complex issues to technical, product, and legal teams with comprehensive context.
• Customer-Centric Problem Solving: Turn support interactions into opportunities to strengthen user relationships, even in challenging situations. Your goal is always to leave customers with a positive experience.
• Continuous Improvement: Monitor support metrics and contribute data-driven insights to enhance service quality and user retention.

Required Qualifications

• Experience: Minimum 3+ months of customer support experience (experience in adjacent fields considered)
• English Proficiency: Fluent English (B2+ level) for comfortable written and verbal communication with users worldwide
• Attention to Detail: Ability to collect and organize information systematically when escalating complex inquiries to relevant departments
• Empathy & Customer Focus: Genuine commitment to user satisfaction and positive experience management
• Adaptability: Comfortable with rapid change—new workflows, tools, and processes energize you rather than overwhelm you

Nice-to-Have Skills

• Experience with Zendesk or similar customer support platforms
• Understanding of key support metrics: First Response Time, Resolution Time, Customer Satisfaction (CSAT) scores
• Ability to influence and improve support performance indicators through quality work

Why Join Us

• Grow with a high-velocity, venture-backed EdTech product in its scaling phase
• Join a founding support team—your early contributions will shape company culture and processes
• Work alongside talented professionals from top-tier companies and programs
• Access unlimited learning opportunities in a fast-paced, innovative environment
• Be part of a mission to transform the self-improvement industry and compete at a global scale
• Remote-first flexibility with a globally distributed team

If you thrive in fast-paced environments, listen deeply to user needs, and have the initiative to drive improvements, we want to hear from you. This is your opportunity to launch your support career with a team that values growth, impact, and user obsession.

💰 Compensation not publicly listed. Market estimate for similar roles: from $80K, varying by experience and location.