Customer Support Specialist

Customer Support Specialist Support global customers, solve problems, and build trust while growing your career in an international SaaS scale-up. Apply Here We usually respond within two weeks About the Role In this role, you’ll be the first point of contact for our global users, helping them get the most out of Scoro . Whether it’s answering questions, troubleshooting issues, or guiding customers through product features, you’ll make sure every interaction is clear, friendly, and effective. You’ll work closely with our Customer Success, Product, and Engineering teams, sharing customer insights and helping us continuously improve the user experience. Your work will have a direct impact on how thousands of professionals around the world experience Scoro. If you have experience in B2B technical support, enjoy solving problems, and are excited to grow your career in an international SaaS scale-up , we’d love to hear from you. This role is open to candidates based in Estonia or Latvia . Some flexibility is required to occasionally support customers in the Australia and New Zealand time zones. 👉 Learn more about the Support team in this blog post featuring our hiring manager, Jaanika. What will you do Respond to customer inquiries primarily through email, with occasional Zoom calls when a more personal touch is required. Provide clear guidance and advice to users on how to use Scoro effectively. Escalate more complex technical issues to the development team, and follow up to ensure timely resolution. Track and update support tickets to reflect accurate status and communication history. Collaborate with Customer Success, Product, and Engineering to improve the overall user experience. Contribute to our internal knowledge base by documenting common questions and solutions. You’d be a great fit if you have 2–3 years of experience in customer support or service, preferably in a B2B SaaS environment. Excellent communication skills in English, both written and spoken. A strong sense of empathy and a customer-first attitude. Good problem-solving skills and the ability to learn new tools and systems quickly. Organised and detail-oriented, with a desire to improve how things work. Comfortable using support tools such as Zendesk (or similar platforms). Bonus points for Familiarity with Scoro or similar project management/CRM tools. Experience working in a distributed or remote team. Knowledge of Planhat or another customer success platform. Estonian language skills. Here’s what awaits you at Scoro Possibility to Make an Impact: Work on a meaningful, globally used product that helps businesses streamline their workflows and achieve more. Stock Options Package: Be part of Scoro’s growth and share in our success. Health Benefits: Three paid medical days, option to choose between health insurance (or Stebby compensation for Estonian-based candidates), and mental health services. Hybrid Work: We don’t have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive. Annual Leave: Over 5 weeks of paid time off, with the freedom to use your vacation days flexibly, whether that’s a single day or a longer break. Loyalty Days: 1-5 extra holiday days per annum based on tenure. Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy. Community and Activities: Connect with teammates through on-site and hybrid events, employee-led initiative groups, and fun sports activities. Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn. Unique Company Culture: A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on Instagram and Scoro’s Blog . The monthly gross salary range for this role is €1800-2000, plus a quarterly bonus based on individual and team performance. What happens next Send your application in English , and we’ll be in touch soon. We start screening candidates right away, so the sooner you apply, the better. The interview stages are Written home assignment (online) Recruiter screening call (online) Hiring manager interview (online) Team meeting (online or office) Cognitive Test - Tripod test (online) If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside . Please know that at Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Department Services Role Customer Support Specialist Locations Tallinn, Riga Monthly salary €1,800 - €2,000 Employment type Full-time About Scoro Scoro is a professional services automation (PSA) tool built for agencies, consultancies, and other professional service businesses that are tired of disjointed systems, unpredictable workloads, and shrinking margins. Thousands of companies worldwide trust Scoro to gain visibility, boost profitability, and standardise operations. Unlike many single-purpose solutions, Scoro is scalable across an entire business – from projects and sales to billing and reporting. Founded in 2013 Co-workers 120