Senior Customer Support Specialist

CZ / SK

B2B Contractor

TL;DR

We’re making HR superhuman with AI – and we need someone who keeps our customers ahead of every problem, not just behind every ticket.

The Mission: Be the person our clients trust when things go wrong – and the person who makes sure fewer things go wrong over time. Fast, accurate support. Clean bug reports. A knowledge base that actually works. And a sharp eye for patterns that help us build a better product.

The Challenge: Own L1 support end-to-end across a growing client base. Resolve 80% of issues without escalation. Keep CSAT at 90%+. And help us build a self-service layer that scales — so great support doesn’t always require a human.

The Fit: A technical problem-solver who communicates with clarity, takes full ownership from first response to resolution, and genuinely cares about making things better — not just closing the ticket.

👉 Handle high-velocity technical support (60% of your role). Respond to clients via email and live chat. Guide them through setup, HR workflows, and product edge cases. You don’t just answer — you troubleshoot, diagnose, and resolve. You know the difference between user error and a real bug. And you never miss an SLA.

👉 Own bug management end-to-end (15%). When something breaks, you gather the evidence – logs, screenshots, reproduction steps – and file a clean, actionable report that saves the dev team hours. Then you own the client communication until the fix is live. “I just sent it to devs” is not a sentence you say.

👉 Build and maintain the Knowledge Base (15%). You write KB articles, create Loom guides, and update self-help content that actually reduces incoming tickets. You understand that good documentation is the foundation of our AI Assistant – and you treat it that way.

👉 Be the Voice of the Customer (10%). You spot patterns before they become problems. When 10 clients ask the same question, you don’t answer it 10 times – you fix the root cause. You report trends to Product and Marketing, and you propose solutions, not just observations.

✅ 2+ years B2B SaaS support experience – you’ve worked L1/L2 in a real SaaS environment, not just a call center

✅ Structured troubleshooter – you follow a logic, not just a script. You can explain a technical issue to a non-technical HR manager without losing them

✅ Full ownership mindset – you own the ticket from first response to confirmed resolution, including after escalation

✅ KB and documentation experience – you’ve created content that reduced tickets, and you have examples to show

✅ AI-curiosity – you’re excited about self-service, not threatened by it. You understand what makes documentation useful for an AI assistant

✅ Clear, concise writer – your responses are direct, empathetic, and free of fluff. Your KB articles are scannable and structured

✅ Czech or Slovak + English at B2 minimum

This role is ❌ for you if…

You think “I escalated it” is the end of your responsibility
You’ve never written a KB article or help guide
Your bug reports are one-line descriptions with no reproduction steps
You resolve tickets without ever asking what’s causing them in the first place
You find patterns annoying rather than interesting
You need someone to check your work before it goes to a client

Cooperation: B2B contract

Fix: based on experience and track record

Benefits:

MacBook
professional development support
Co-working space allowance (Prague, Brno, Bratislava – and we’ll sort other cities too)

Culture: No bullshit. Remote-first. High autonomy grounded in real accountability. A team that moves fast and genuinely believes in what it’s building.

How it works

Still here? Good. Send us your CV and one short example of a complex support issue you resolved end-to-end — what the problem was, how you diagnosed it, and what happened. Three to five sentences is enough. No cover letter needed. Show us how you think, not how you write applications.

If it clicks: