• Active management of the mentees' journey • Individual follow-up sessions — schedule and conduct monthly one-on-one meetings, monitor success milestones to ensure the mentee stays on track, analyze challenges, and develop action plans • Re-engagement — identify absent or low-activity students and make immediate contact to bring them back into the program • New mentee onboarding — run kickoff sessions with new mentees, align expectations, and configure access to the student area (MemberKit, Hotmart) • Material curation and support — select and send materials requested by mentees, ensuring they have access to the content needed to progress with clarity and autonomy • Attendance in live sessions — attend live classes to understand technical content and monitor student engagement in real time • Group moderation — act as the main interface in WhatsApp groups, encourage interaction, and ensure the group maintains a high standard • Case collection — identify and document success cases • Renewal management — monitor contract terms and work to ensure the student's continued participation in the program • NPS analysis — track satisfaction scores and act proactively in scenarios of dissatisfaction • Data management — keep databases updated and generate reports on portfolio health

Role Description Are you a tech-savvy problem-solver with a builder’s mindset? Do you thrive in fast-paced environments where no two days are the same? BrandBastion is redefining 24/7 support, and we’re looking for a sharp, empathetic, and execution-focused teammate to join us in delivering the fastest, smartest, and most human support in the industry. We're not just answering tickets. We're building the future of support, instant, AI-powered, and truly human. You’ll be the heartbeat of our support operations, sitting at the intersection of: - Real-time chat, email, and internal team support - Platform expertise and troubleshooting - Client onboarding and implementation - Product feedback and operations scaling What You’ll Do: - Be the first line of instant help: Provide live chat, email, and Slack support with clarity, urgency, and empathy, no waiting, no forms, just real help. - Configure and maintain client accounts: Partner with Customer Success Managers during new client implementations by setting up client accounts in the backend, applying custom configurations, making ad hoc updates as needs evolve, and ensuring each account is ready for a smooth go-live. - Solve fast, go deep: Troubleshoot platform issues end-to-end. Use tools like Intercom, Knowledge Base, ChatGPT, Loom, or your own creativity to get answers fast. - Partner cross-functionally: Collaborate with Product, Engineering, and CX teams to identify issues, document feedback, and ship smarter processes. - Own the inbox, build the future: Take full ownership of client support requests, from first response through resolution. You’ll troubleshoot independently, know when to escalate, and keep customers informed with clear, proactive updates. When you’re not in support mode, you’re building documentation, playbooks, FAQs, platform fixes, and smarter workflows. Qualifications - B2B SaaS experience (2–4 years minimum) in support, implementation, or technical account roles, ideally from a fast-moving startup or scale-up. - Excellent communication: You enjoy supporting and helping customers. You communicate clearly, proactively, and personably, build trust through transparency, and always sign off with your name. - Tech-savvy and resourceful: You troubleshoot independently, love learning new tools, and figure things out even when there’s no step-by-step guide. - Social media fluency: Bonus points if you’ve worked in a social or community-led platform, or just love staying ahead of social nuances and trends (this includes world events - pop culture to politics and everything in between). - Builder’s mentality: You document as you go, question the status quo, and constantly improve how things work. - Independent and accountable: You are a self-starter who can manage your workload, prioritise effectively, and make thoughtful decisions with limited supervision. You are comfortable working through ambiguity, asking smart questions when needed, and taking ownership until the work is done. - Emotionally intelligent: High EQ with the ability to turn friction into connection. Our North Star We aim to redefine customer support: - Instant, AI-powered, and truly human when it matters most. No queues. No friction. Just real help, 24/7. - We design every experience for speed, resolution, and scale — and we build with the belief that support is not a cost center, it’s a conversion and loyalty engine. Benefits - Competitive Market Rate Compensation + 4+ weeks paid time off - Opportunities for global team meets - Flexible, Fully Remote Role: Enjoy the benefits of remote work while collaborating with a talented global team.

Role Description Die hey contact heroes starten für eine große und bekannte Mobilfunk-Marke ein neues, größeres Projekt im Bereich Prepaid-Kundenservice. Es handelt sich um einen Inbound-Service. Dafür suchen wir zuverlässige, motivierte Freelancer innerhalb der EU, mit Wohnsitz außerhalb Deutschlands, die uns langfristig im Inbound-Customer-Service unterstützen. Deine Mission: - Bearbeitung von Inbound-Anrufen rund um Prepaid-Produkte, Tarife, SIM-Karten, Aufladungen und technische Basisanfragen - Professionelles Projektumfeld mit festen Ansprechpartnern - Flexible Einsatzzeiten im Rahmen des Projekts, Du bestimmst wann Du arbeitest - Vergütung pro Stunde oder pro Produktivminute (abhängig vom Projektmodell) - 100 % Remote - Arbeite von deinem Standort innerhalb der EU (außer Deutschland) Qualifications - Rechtliche & formale Voraussetzungen: - Selbstständigkeit/Freelancer-Status im jeweiligen Wohnsitzland - Wohnsitz außerhalb von Deutschland, aber innerhalb der EU - Fähigkeit, ordnungsgemäße Rechnungen gemäß den gesetzlichen Vorgaben des eigenen Landes an internationale Auftraggeber (uns) auszustellen - Erfüllung der steuerlichen Pflichten im eigenen Land - Fachliche & persönliche Anforderungen: - Deutschkenntnisse auf C1/C2-Niveau - Erfahrung im telefonischen Kundenservice von Vorteil - Selbstständige Arbeitsweise & Organisation - Langfristiges Interesse an der Projektmitarbeit - Technische Voraussetzungen: - Stabile Internetverbindung (mindestens 50 Mbit/s) - Headset, zwei Monitore, Webcam und einen leistungsfähigen PC - Ruhiger, ungestörter Arbeitsplatz im Home-Office (kein Einblick/Zugang für Dritte) - Sicherer Umgang mit webbasierten Tools Benefits - Langfristiges Großprojekt mit stabiler Auslastung - Attraktive und faire Konditionen, je nach Projektmodell - Persönlicher Support durch ein erfahrenes Team - Hohe Flexibilität, Du planst deine Einsätze eigenständig Company Description Wir sind die hey contact heroes – ein moderner, internationaler Customer-Service-Dienstleister mit Hauptsitz in der Hamburger HafenCity und einem starken Netzwerk aus über 550 Kolleginnen und Kollegen in 17 Ländern. Seit unserer Gründung arbeiten wir jeden Tag daran, Kundenservice neu zu denken: digital, skalierbar, effizient – aber immer persönlich, menschlich und mit echter Begeisterung. Als Remote-First-Unternehmen bieten wir flexible Arbeitsmodelle, internationale Zusammenarbeit und moderne Technologien, die es dir ermöglichen, von überall aus Teil unseres Teams zu sein. Ob als Mitarbeiter*in in Deutschland oder als Freelancer weltweit – bei uns arbeitest du mit Menschen, die Service lieben, Verantwortung übernehmen und gemeinsam wachsen wollen. Bei den hey contact heroes bist du nicht einfach eine Nummer – du bist ein Teil unserer Erfolgsgeschichte.

Role Description As a Customer Success Specialist (L1 Support), you will be the first point of contact for our customers, assisting with basic troubleshooting, handling inquiries, and providing solutions for technical issues. You will follow established procedures to resolve problems and escalate more complex issues to higher-level support. Strong communication skills, problem-solving abilities, and a customer-focused attitude are essential for success in this role. - Offer comprehensive support via phone, email, chat and remote access to customers; - Provide technical support (hardware and IT/Server/Network related) to customers; - Work on the support task list in Zendesk; - Define, report and follow up on issues, and document solutions in Zendesk to keep track of history and statistics; - Report news or issues in team meetings or to the Team Leader; - Report product errors in internal tools in English; - Participate in team meetings and share knowledge and information. Qualifications - Ongoing or complete bachelor's degree in IT, Accounting, Mathematics or related fields; - Proven track record in a customer service role; - Accounting knowledge; - Experience with remote support tools; - Experience with CRM or ticket systems, preferably Zendesk; - Fluent English. Requirements - Polished and professional telephone etiquette; - Excellent written and verbal communication abilities; - Strong listening and interpersonal skills; - Friendly and approachable demeanor; - Customer-focused, with patience and resilience; - Effective problem-solving skills; - Dedicated and hardworking; - Capable of setting an example and embodying our values; - Ability to work independently and as part of a team, demonstrating strong teamwork qualities. Benefits - National Medical Health Plan (Unimed); - National Dental Assistance (Unimed); - Maternity & Paternity extension leave; - Life Insurance; - Meal/ Restaurant allowance (Alelo Tudo); - Home office allowance (if applicable); - Education Platforms and training funding; - Gympass, Zenklub (Health app) and Guapeco (Pet Plan); - Annual Profit Sharing Program; - Education allowance; - Day Off as a birthday gift; - Agreement with pharmacies, restaurants and theaters.