Customer Support Specialist, Europe (based in Tallinn, Estonia)

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.

Scope of the role & what you'll actually do

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

The tools you'll use

• Intercom → primary support tool and customer comms hub
• Notion → our internal knowledge base for everything Modash
• Stripe → subscriptions, payments, and invoices
• FullStory → session replays for debugging and understanding customer behaviour
• Modash → reproduce customer issues, check account settings, and guide customers through features step-by-step

Working hours / schedule

Your typical schedule will be 9am–5pm EE time, ****Monday - Friday, with some weekend flexibility depending on coverage needs.

What success looks like

We’ll align on targets together, but success in this role usually looks like:

• Strong first response time ~ under 2 hours.⁠⁠
• Consistently solve the real problem (not just close the ticket).
• Clean internal notes and handoffs, so anyone can pick up the case.
• Help Center improvements shipped continuously based on real tickets.⁠

Skills & experience

• You have 2+ years of experience in customer support (ideally in SaaS).
• Your English is strong, both written and spoken.
• You write clearly and kindly. You can explain complex things in simple words.
• You’re comfortable troubleshooting: reproducing issues, asking good follow-up questions, and narrowing down the real cause.
• You take ownership. You don’t drop threads, and you keep customers updated until the issue is resolved.
• You can work without a perfect playbook. When something is unclear, you ask for help, figure it out, and help improve the process for next time.
• You’re organized. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs.
• You stay calm under pressure and handle frustrated customers with care.

Nice-to-haves

• Experience supporting influencer marketing or e-commerce tools.
• Experience with technical support topics (integrations, tracking, APIs).
• Experience making/helping maintain Help Center docs and internal processes.⁠

What we're offering

• Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.
• Fully remote working . As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
• Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it.
• Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.