• Responding to product application support questions from customers regarding the company’s software • Analyzing problems with software applications to identify problem area(s) and recommend corrective action • Recommending solutions to customer application questions • Utilizing specialized domain expertise related to the specific application of the software to resolve customer problems • Establishing and maintaining systems that provide answers to common questions and problems • Interacting with clients to process information in response to inquiries • Troubleshooting client issues, including downloading and updating software dependencies • Researching required information using available resources • Providing internal feedback to resolve issues and enhance product based on client needs • Handling inbound calls and creating cases within service level window • Participating in regularly scheduled internal training

• Technical Lead will be responsible for the successful management of the Operational Support Service • Act as the technical lead of support specialists and engineers to respond to and resolve incidents and service requests • Main point of contact for all service reporting and discussions with the customer • Identify opportunities for growth of the adoption of the Exeevo tools • Take ownership to resolve the more complex technical tickets that the junior team members are not able to address. • Manage the prompt resolution of escalated tickets from the customer either directly or via a member of the Ops team.

• Providing friendly, professional support to customers via phone, email, and live chat • Resolving issues efficiently while taking full ownership of each case from start to finish • Listening carefully to understand concerns and delivering fair, practical solutions • Keeping up to date with products and policies to ensure accurate guidance and information is provided • Proactively identifying ways to improve the customer experience, from enhancing FAQs to suggesting process improvements • Recognising customers who may need additional support and ensuring they receive the help they need

Role Description I'm looking for a Customer Support Specialist to join our team. 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. 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. Qualifications - 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. Requirements - 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. Benefits - 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.