Support Agent (Freelance, Night Shifts)

Location: Remote in Europe or Ukraine; 2/2 night shifts from 20:00 to 06:00

Company

hirify.global is a holding tech company that creates, develops, and invests in digital businesses with global potential. Brainer is an online platform for measuring, training, and systematically developing cognitive abilities through quizzes, games, puzzles, courses, and educational modules.

What you will do

• Respond to incoming user requests worldwide via email and represent the company in customer communication.
• Meet team and individual KPIs, including First Response Time, Resolution Time, and CSAT.
• Master product processes, investigate complex requests, and escalate bug reports to technical support, product, and legal teams.
• Process and issue refunds through payment systems.
• Identify service weaknesses, create and edit support macros, and test and launch support tools.
• Maintain internal documentation, attend regular 1-to-1 and team meetings, and work the assigned 2/2 night schedule.

Requirements

• English at B1+ to B2+ or higher, with fluent and accurate written email communication.
• Hands-on experience of 3 months to 1+ year in customer or technical support, sales for English-speaking markets, or customer retention.
• Technical literacy and the ability to learn product support flows, collect detailed user information, and escalate bug reports correctly.
• Experience maintaining work documentation, working with macros or templates, and suggesting improvements.
• Empathy, customer focus, stress resistance, adaptability, flexibility, attention to detail, and the ability to give and receive constructive feedback.

Culture & Benefits

• Freelance engagement with remote work in Europe or Ukraine.
• Night-shift schedule: 2 days on and 2 days off, from 20:00 to 06:00.
• Fast-paced startup environment with exposure to new tools, processes, and changes.
• Training is provided for 2 days, followed by 2 test shifts.

Hiring process

• Pre-screen.
• Interview.
• Two-day training, two test shifts, and a job offer.