O pozici
Hi! I'm Donna , the Support Lead at Modash.
I'm looking for a Customer Support Specialist to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.
Background & reason for hiring
Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience in the multiverse . You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast.
We’re hiring a new Customer Support Specialist based in Estonia to strengthen our coverage in Europe and keep response times fast as Modash grows.
Your team is spread across Europe and North America: I am based in Ireland, and Connor and Lauren are based in Canada. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for.
Co budeš dělat
- Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash .
- You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases.
- Give practical advice on influencer marketing workflows and best practices.
- Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance)
- Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to a solution
- Escalate bugs/issues with strong context (clear steps, examples, links, impact)
- Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion.
- Contribute to customer communication during incidents (e.g., banners/updates) when needed.
- Spot patterns and share customer feedback so we continuously build a better product
