Customer Care Specialist (L2)

At Promova, we’re redefining language education to make it accessible, personal, and effective for today’s fast-paced world. Our growing team of 150+ professionals is on a mission to connect people, bridge cultures, and empower lifelong learners-reaching every country except aggressor states (yes, even Antarctica).

We blend AI-driven innovation with human expertise to create tools that help people speak with confidence, embrace new cultures, and truly belong in any language. As part of our team, you’ll make a real impact, work in an environment built on care, quality, and creativity, and grow alongside a community that values progress.

With flexible work options, comprehensive benefits, and endless growth opportunities, Promova is more than a workplace — it’s a movement!

We are looking for a Customer Care Specialist to join our dynamic team. In this role, you’ll handle complex customer queries, ensuring top-notch support and seamless issue resolution while collaborating with multiple teams across the company. Your work will directly impact customer satisfaction and the efficiency of our support operations.

YOUR AREA OF IMPACT:

• Handle escalated support requests that require in-depth analysis of technical, financial, or organizational issues.
• Coordinate case resolution by engaging the appropriate teams (CRM, Product, Tech, Finance, etc.).
• Validate AI automation and FAQ solutions together with the QC specialist to ensure accuracy.
• Document non-standard cases and create playbooks/algorithms for recurring issues.
• Provide feedback to improve 1st line agent training.
• Ensure timely closure of escalations in Zendesk and adherence to SLAs.
   

ABOUT YOU:

• You have at least 1 year of experience in Customer Support (preferably in SaaS, EdTech, FinTech or E-com).
• Strong written English (C1+).
• Experience with Zendesk, Intercom, or Freshdesk.
• Knowledge of billing request types, payment systems, chargebacks, and Visa/Mastercard requirements.
• Basic understanding of fraud and risk management in payments.
• Systematic and detail-oriented, able to explain complex issues clearly.
• Calm under pressure and able to handle conflict cases professionally.
• Team player who thrives in cross-functional collaboration.
   

WHAT WE OFFER:

• Work with challenging, non-routine cases that require analytical thinking and decision-making.
• Collaborate with Finance, Product, Tech, and CRM teams, gaining broad insight into business processes.
• Opportunities for career growth: horizontally into Customer Care Ops (automation and process optimization), or vertically to Team Lead/QC roles.
• Join a supportive and driven team where your input directly improves customer experience.

CORPORATE BENEFITS:

🎓Growth — offered to help develop your skills, advance your career, and reach your full potential: сompensation for additional training at external events and seminars; access to a large electronic library; paid online courses and conferences; Promova English Group; English Classes; Promova Speaking Club and access to Promova Premium.

🧘🏼Wellbeing — offered to support your overall health, happiness, and resilience: work remotely from any safe location worldwide; flexible work schedule; 20 paid vacation days per year; an unlimited number of sick days medical insurance coverage; mental health support; power station reimbursement; employee discounts and special benefits for remote employees.

🏄🏼‍♂️Fun&Activities — offered to foster informal communication and strengthen social connections among teammates: remote team compensation for gathering and team-building episodes.

INTERVIEW PROCESS:

• Pre-screen with Recruiter (45 minutes)
• Test task
• English test (15 minutes)
• Interview with Customer Care Lead (1 hour)

• Bar-raising (1 hour)

   

If you’re ready to help reimagine language learning for today’s world, let’s do it together!