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New York University Tisch School of the Arts
Posted: 10/19/2026Premium Customer Support
Praktika.aiCore Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support for subscription-based products, with a focus on resolving billing and subscription issues while maintaining high customer satisfaction. Proficient in using help desk tools and effectively communicating with users to enhance their experience.
Highest-signal resume keywords
Customer Support ExperienceIntercom ProficiencyCSAT Metrics ManagementBilling Dispute ResolutionFluent English Communication
About the role
Key responsibilities & impact- Answer Premium subscriber tickets in Intercom across email, chat, and notes
- Resolve subscription, billing, and refund requests in Stripe, Google Play Console, and RevenueCat
- Talk with users who want to cancel, understand why, and offer appropriate retention options
- Process refunds and cancellations accurately and according to policy
- Meet customer satisfaction (CSAT) and first-response-time (SLA) targets
- Identify recurring bugs and user feedback and flag them to Product with clear examples
- Improve macros, help-center articles, and AI agent answers
- Work alongside the AI support agent and own cases requiring human assistance
Requirements
What you’ll need- 2+ years in customer support, ideally for a subscription app, SaaS, or edtech product
- Fluent English (required), with clear, warm, and concise writing
- Hands-on experience with Intercom or a similar help desk (Zendesk, Freshdesk, Help Scout)
- Drive to fully solve problems, not just close tickets
- Comfort with CSAT and response-time metrics
- Calm, empathetic handling of frustrated users and billing disputes
- Reliable home setup with stable internet and a quiet place to work
- Nice to have: experience with Stripe, Google Play Console, App Store Connect, or RevenueCat
- Nice to have: retention or save-desk experience
- Nice to have: a second language such as Portuguese, Spanish, Italian, or German
- Nice to have: experience working alongside AI support agents or chatbots
Benefits
Comp & perks- Quarterly bonus based on user retention
- Option to extend the 6-month contract into a long-term full-time role based on performance
- Equity growth via stock options
- 26 days holidays plus bank holidays (34 days per year)
- Yearly off-sites
- Health and wellness benefits through Safetywing
- Access to an AI toolkit including ChatGPT, Copilot, and other productivity tools
- Annual educational budget of up to $1,000
- Fully remote work
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer SupportSubscription ManagementBilling ResolutionProblem SolvingHelp Desk Software
Soft Skills
EmpathyClear CommunicationCalm Under Pressure
Tools & Technologies
IntercomStripeGoogle Play ConsoleRevenueCatZendesk
Industry Keywords
SaaSEdtechCustomer SatisfactionFirst Response TimeRetention Strategies