Offer summary

Qualifications:

At least 1 year of experience in quality control, customer support, or content moderation., Hands-on experience with Zendesk support tools and chat functionalities., Proficiency in evaluating tickets and chats for quality and compliance., English language skills at B2 level or higher..

Key responsibilities:

Review tickets processed by AI agents to assess quality.

Identify problematic response patterns and create reports for relevant teams.

Update and improve the Knowledge Base to meet agent and AI needs.

Collaborate with the Customer Care team to optimize templates and participate in launching new AI features.

Job description

At Promova, we're on a mission to reshape language learning — making it more accessible, personalized, and effective for today’s fast-moving world. With a growing team of 150+ passionate professionals, we’re building tools that help people speak confidently, connect across cultures, and feel at home anywhere in the world. (Yes, even in Antarctica — we’re in every country except aggressor states.)

We blend AI-powered innovation with human creativity to empower learners on their journey — whether they’re starting from scratch or leveling up their fluency. At Promova, your work will have a real impact in a product loved by over 1 million monthly users, and you’ll join a culture built on care, quality, and creativity.

We’re currently looking for a Customer Care QC Specialist to join our Customer Care team.

🔍 About You

1+ year of experience in roles such as QC, Senior Agent, or Content Moderator within a customer support environment
Hands-on experience with Zendesk (Support, Chat, Explore)
Confident working with knowledge bases (e.g. Notion, Zendesk Help Center, Confluence)
Experience in evaluating tickets and chats for quality and compliance
Basic skills in Google Sheets/Excel, including filters, conditional formatting, and formulas

Your English level is B2 or higher

💥 Your Area of Impact

Daily review of tickets processed by AI agent to assess the quality
Identification of problematic patterns or scenarios in responses, creation of reports and transfer of them to the relevant teams (development / customer care)
Constant update and improvement of Knowledge Base (KB); adaptation of KB to the needs of agents and AI
Collaboration with Customer Care team to improve and adapt templates to current needs
Participation in launching new flows/languages/scenarios for AI agent – review, testing, feedback collection
Optimization of QC processes

🌟 What We Offer

A high-impact role in a fast-growing, mission-driven company transforming how people learn languages.
The chance to design for scale, with 1M+ monthly users and a global audience.
A product-first environment where design has a direct line to business results and user experience.
A remote-first culture with flexible hours and full trust in your autonomy.
A supportive, feedback-driven team that invests in your growth and helps you do your best work.