Customer Service Specialist

Company: HelloFans AI
Location: Gdańsk (50% in-office, 50% remotely)
Hybrid model work: approx. 20h/week onsite collaboration in Gdańsk office + approx. 20h/week flexible remote operational coverage outside standard business hours
Contract: B2B or contract of mandate (umowa zlecenie)
Salary: 6,000–8,000 net PLN B2B invoice / 6,000–8,000 brutto umowa zlecenie

About us

HelloFans AI is a cutting-edge tech startup building autonomous agents for OnlyFans creators.

Founded by Lukas Böse, owner of a seven figures OnlyFans agency, HelloFans AI is built on first-hand operator insight - we know the business from the inside.

We're a fast-moving company growing 70% every quarter and generating $500k in monthly sales, by building monetization infrastructure for creators and agencies, combining cutting-edge large language models with real-world sales workflows. 

⚠️ Heads up: if working in the adult creator / OnlyFans vertical isn't for you, this role won't be a fit. We want to be upfront so you can decide before applying.

What you'll do

You will be the main point of contact for our customers, Creator Management Agencies. Most communication is done through messaging apps (WhatsApp, Telegram).

Because we operate as a fast-growing AI startup, close collaboration between teams is a key part of how we work. Around 50% of this role is spent onsite in our Gdańsk office, working directly with the founders, product team, and operations. In fast-moving scaleups - especially those building AI products - many decisions, brainstorms, client escalations, and product improvements happen in real time, together. We believe working closely as a team helps us move faster, solve problems more effectively, and maintain a high standard of client service.

At the same time, many of our clients operate in US time zones, which means part of the role also includes flexible remote operational coverage during evenings and weekends. In practice, this means periodically checking support and communication channels and reacting when client issues arise. Some evenings or weekends are very quiet, while others may require more active involvement depending on operational needs and client activity.

We’re looking for someone responsible, proactive, and comfortable operating in a dynamic startup environment where responsiveness, ownership, and communication matter.

50% active office hours:

Active work, troubleshooting, onboarding, collaboration

• Take care of key clients - be their main point of contact, monitor their satisfaction, and make sure they get the most out of our platform

• Handle technical tickets - gather details, report issues to the product team, follow up until resolved

• Operate the HelloFans AI platform - day-to-day work inside our tool including but not limited to analytics, reporting, troubleshooting, bug reporting, account setup, etc. Some part of work may involve NSFW content

• Support onboarding of new clients - guide them through setup, account creation, reporting, answering questions, help them get to first results fast

• Report on client health, key accounts, and recurring issues

50% outside standard business hours:
Remote work, monitoring, reacting to urgent cases

• Monitoring client communication channels during evenings and weekends

• Responding to urgent client issues, onboarding blockers, or operational escalations when needed

• Coordinating with internal team members if technical or product-related intervention is required

• Ensuring key accounts receive timely support across different time zones

• Helping ensure smooth platform operations and high client satisfaction outside traditional office hours

What we expect

• Excellent English - spoken and written, B2/C1 level (you'll be talking to international clients daily)

• Comfort working in the adult creator economy - our clients run OnlyFans businesses and you need to be okay with that.

• Strong communication skills - clear, calm, professional and thorough

• Ownership mindset - we work in a dynamic sector and grow fast, so we're looking for a proactive individual that looks for solutions and asks questions 

• Availability for coverage support and monitoring in evenings and weekends 

Nice to have

• Experience working in a startup, SaaS or IT business

• Experience with social media and the creator economy

• Hands-on experience working with OnlyFans (as a creator, chatter, agency operator, or in a support role)  will be big plus

• Familiarity with CRM tools, ticketing systems, or customer success workflows

• Additional European languages

What we offer

• Job-training & learning - we believe in nurturing young talents, providing them with whatever they need to excel at their work. We will guide you through job-related tasks, provide you with a buddy to help you get onboarded comfortably, you will also be exposed to customer-service know-how and the global IT startup environment. 

• Work with cutting-edge AI agent technology - you'll be operating and improving the kind of agentic AI and LLM-powered systems most companies are still just talking about

• Work alongside and learning from top professionals in IT industry - ex-Google, ex-EY consultants, successful startup founders

• Global business, international clients - every day is cross-cultural and high-stakes

• A lot of autonomy and a steep learning curve

• Small, ambitious, experienced team - flat structure, direct access to founders, no corporate filler

• Unlimited barista coffee - Working from modern Gdańsk office with unlimited free barista coffee, cakes and fruits on Wednesdays, and team onsite events every quarter

• Hybrid setup: approx. 20h/week onsite collaboration in Gdańsk office + approx. 20h/week flexible remote operational coverage outside standard business hours

• Compensation: : 6,000–8,000 net PLN B2B invoice / 6,000–8,000 brutto umowa zlecenie

Recruitment process

1. CV review

2. Intro call (30 min) held in English

3. Practical task or case discussion around customer service

4. Final interview with the team

You’ll join us at an early stage of scaling and see how real AI is built, developed and applied. This role is ideal for someone who enjoys fast-paced startups, solving problems independently, and working closely with both clients and product teams.