Customer Support Specialist (Czech)

Quick Facts

• Language: Native Czech; English B2+
• Work mode: Remote-first, independent ownership
• Shifts: 5 days/week, 6-hour shifts (08:00–14:00, 14:00–20:00)
• Contract: OSVČ; 0.75 FTE

Description

You will support Czech/Slovak clients and therapists by resolving requests over chat and email and by proactively reaching out via phone to gather feedback and help clients book the right therapist. The role is roughly half reactive support and half proactive outbound, with the balance potentially shifting further proactive over time. You’ll manage sensitive, high-empathy conversations, keep Czech content up to date, and help fine-tune an AI support agent so humans focus on complex cases.

Responsibilities

• Resolve client and therapist requests over chat and email end-to-end, with ownership of compensation decisions and therapist coordination
• Make proactive outbound calls to gather feedback and guide clients toward booking sessions
• Handle emotionally sensitive conversations with care
• Keep localized Czech support content up to date
• Fine-tune an AI support agent for complex, high-empathy situations
• Identify recurring issues and share feedback to improve processes

Requirements

• Native Czech speaker (full fluency for complex, sensitive conversations)
• English B2+ for internal docs, meetings, and 1-on-1s
• 1+ years of proactive phone outreach / telesales / active account management; comfortable calling people
• Proven ability to work fully remotely and independently
• Experience using ticketing/task tools to track and close cases
• Demonstrated ability to handle distressed or high-emotion customers with empathy (in writing and on calls)
• Active use of AI tools as part of your daily workflow

Benefits

• Free psychotherapy sessions
• Remote-first work environment (work from anywhere)
• International team (10+ countries)
• Team-building events and workations

Practical Bits

• Start: immediately
• Remuneration: 1,100 Kč per 6-hour shift