Customer Support Lead

About us:

At Praktika we are on a mission to deliver efficient and engaging learning experiences for billions of students worldwide by bridging the gap between learning apps and human tutors.

We have done this by creating a fully automated language tutorship experience powered by generative AI Avatars.

After raising $30 million in Series-A funding, we are growing and looking for a Customer Support Lead to join us! We are a global small team of 40 innovators who are pushing the boundaries of what’s possible in language learning and tutoring.

In this fast-paced environment we like independent self-starters who can work well in a team as well as unassisted and who enjoy the working environment of an early-stage startup.

About the role:

Customer Support Lead owning the entire support operation end to end: workflows, help center, automations, AI, policies, refunds, and cancellations. Spends ~50% of the time hands-on responding to tickets, while also triaging and distributing tickets to the team, keeping quality high and processes tight. Acts as the single point of accountability for how support runs and scales.

What we are looking for from you:

• 3+ years in customer support or customer success, ideally in SaaS or consumer apps.

• Experience with Intercom (or similar ticketing systems) is a must.

• Comfortable handling billing, refunds, and cancellation policies with clarity and empathy.

• Strong analytical skills to interpret support metrics and AI performance data.

• Tech-savvy with an interest in AI-powered customer service.

• Excellent written communication and problem-solving abilities.

• Leadership mindset: proactive, resourceful, and able to work independently.

It would be great if you have:

• Background in managing support automation or chatbots.

• Familiarity with the language learning or edtech industries.

Why should you join Praktika:

We expect dedication and hard work—but we also believe in rewarding it. Our compensation reflects the effort and results you bring to the table.

• Equity that grows with your impact: Equity growth via stock options

• 26 days holidays plus bank holidays. (34 days per year)

• Yearly off-sites: Last year was in Turkiye!

• Health and wellness benefits to support your overall well-being through Safetywing

• Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools

• Annual educational budget of up to $1,000

We will provide you with feedback throughout the interview process.

Join Praktika and lead the charge in driving exponential growth and innovation. Apply now to be part of a team that is redefining language learning for millions of users worldwide.