Junior Customer Support Agent – RiseGuide EdTech

About RiseGuide & SKELAR

RiseGuide is a rapidly scaling EdTech product built on self-improvement principles inspired by world-class role models. The platform helps users break bad habits with guidance from leaders like Andrew Huberman and Simon Sinek, master social media strategies from creators like MrBeast, and launch businesses inspired by Richard Branson and Steve Jobs. We're on a mission to reimagine the self-improvement industry and compete with established players like MasterClass.

RiseGuide is backed by SKELAR, a venture builder that creates international product-driven IT companies following venture capital principles. Our team of 35+ people includes alumni from BetterMe, Welltech, Jooble, and leading international management programs.

Our Track Record

• Achieved unit economics validation in just 6 weeks and have been scaling aggressively since
• 150,000+ paying users with a 4.6/5 App Store rating
• Ranked in top 3 by revenue among Genesis ecosystem launches in the past 2 years
• Building a world-class team across product, engineering, and operations

The Role: Junior Customer Support Agent

We're building our in-house customer support function from the ground up and need a talented, detail-oriented support professional to join us. You'll be the voice and face of RiseGuide for our global user base, handling inquiries across multiple channels and driving continuous improvements to our support operations.

Key Responsibilities

• User-Facing Support: Respond to customer inquiries via email, chat, and phone (shift-based, including night shifts). Meet and exceed defined KPI targets while maintaining exceptional service quality.
• Process Optimization: Contribute to improving support workflows—from refining macros and templates to testing and launching new tools and processes.
• Product Mastery: Develop deep expertise in every RiseGuide feature and user flow. Identify pain points, discover gaps, and collaborate with product and engineering teams to enhance user experience.
• Escalation Management: Gather detailed information on complex issues and escalate to technical support, product, or legal teams with clear context and documentation.

What We're Looking For

• Experience: Minimum 3+ months in customer support or related domain (we'll consider adjacent backgrounds)
• Language: Fluent English (B2+ level) with comfortable written and verbal communication for global users
• Attention to Detail: Meticulous information gathering and problem-solving, especially when escalating complex requests
• Empathy & Customer-Centricity: Genuine care for users; ability to leave customers with positive experiences even in challenging situations
• Adaptability: View new tools, processes, and workflows as exciting challenges rather than obstacles
• Fast Learner: Ability to quickly master product knowledge and support systems

Nice-to-Have Skills

• Zendesk or similar help desk platform experience
• Understanding of key support metrics (First Response Time, Resolution Time, CSAT, NPS)
• Basic familiarity with EdTech or SaaS products
• Experience working in fast-paced startup environments

What You'll Gain

This is an opportunity to join a high-growth team at a critical stage. You'll work at a fast pace with significant responsibility and space to take initiative. You'll grow alongside a talented, mission-driven team and contribute directly to improving the experience of hundreds of thousands of users worldwide. We value collaboration, continuous learning, and impact-driven work.

Ready to dive in? Apply now and let's discuss the details of how you can help us scale RiseGuide's customer support to world-class standards.

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