Customer Support Specialist

IMPORTANT: This is a part-time, independent contractor role for individuals in the UTC-3 to UTC+2 time zones

Are you a naturally curious problem solver who loves digging into technical puzzles? Do you thrive on taking full ownership of customer issues, dissecting workflows, and delivering clear, human solutions instead of copy-pasting template answers?

Quaderno is looking for a proactive and investigative Customer Support Specialist to join our team. You will play a crucial role in supporting our global user base—helping SaaS, e-commerce, and digital business owners navigate international tax automation.

This is a fantastic opportunity for someone who wants to operate with true autonomy in a high-growth, remote environment.

What You'll Be Doing

This is a hands-on, high-ownership role where you will be directly investigating and resolving user inquiries and staying ahead of the constantly changing tax landscape. Your main focus will be:

• Technical Investigation: Proactively inspect user accounts, test scenarios in your sandbox environments, analyze data, and review ticket histories to diagnose the root cause of an issue before replying.
• Root-Cause Customer Support: Provide clear, empathetic, and highly accurate support. You will address the core issue on the first try rather than delivering surface-level or partial answers.
• Proactive Account Audits: Inspect user settings to catch hidden issues before they impact the client's business.
• Documentation Ownership: Maintain and elevate our Knowledge Base. When you notice a product update, a changing workflow, or an outdated Help Center article, you take the initiative to flag it directly.

Whom We're Looking For

We are seeking a candidate who approaches support like a detective and possesses the following qualifications and traits:

Must-Haves

• Language Fluency: Native or fluent written and verbal skills in both English and Spanish (mandatory).
• Investigative Curiosity: You don't rest at surface-level symptoms. You systematically test variables to discover the why behind a problem.
• Technical Aptitude: Comfortable navigating different portals and testing in Sandbox/staging environments
• Ownership & Proactivity: You’re a self-starter who thrives in an asynchronous, remote environment.
• Clear Communication: Ability to simplify complex tax logic and technical settings into clear, actionable guidance for non-technical founders.
  

Nive to Have

• Proficiency in an additional European language (e.g., French, German).
• Prior experience in SaaS, FinTech, or e-commerce platforms.
• Experience with Help Scout, Basecamp, or Notion.
• Familiarity with international indirect tax logic (VAT, GST, Sales Tax).

Benefits

We’re committed to building a sustainable company that will continue to grow for decades to come. That means we value work-life balance and invest in our employees' long-term growth.

We offer:

• Work from anywhere in the world in a UTC-3 and UTC+2 time zone as an independent contractor.
• Work no more than 20 hours/week.
• Competitive pay based on your skills and location.
• Paid vacation + national holidays.
• 2 annual company retreats.
• Great learning experience.
• A supportive, transparent, and caring culture.

About us

Quaderno (a Visma company) is a global, fully remote company. We believe that our way of working, independent of borders and time zones, is the future.

We want to build a work environment where people are happy, productive, and interact well. We’re quite transparent internally. This helps everyone to be part of this journey and make better decisions.

We believe in diversity and we are committed to create a home for everyone, no matter your gender, sexual orientation, ethnicity, race, education, age, or other personal characteristics.

We like to work hard, but we also believe in balance. That’s why we only work 5 really focused hours per day, ensuring everyone has plenty of time to exercise and enjoy life. No toxic meetings, no endless phone calls, no bullshit. Just focused work. The rest of the day is dedicated to family, friends, pets, and hobbies (you know, the important stuff).

Being part of Quaderno means that you’ll become part of a culture that’s based on excelling in our craft while also maintaining a healthy work-life balance. You’ll join a multicultural development team that’s passionate about dealing with large datasets, complex tax rules, and helping thousands of businesses around the world.

Selection process

1. Application

If this role resonates with you, we’d love to hear from you! To apply, please complete the application form and include your resume.

2. First interview

If your profile catches our interest, the next step is an introductory call. It’s a chance for us to learn about your experience and for you to learn about our team, our culture, and the role itself.

3. Take-home assignment

We’ll send you a role-specific task to complete. This assignment is designed to give you a taste of the work you’d be doing and should take no more than half a day to finish. Please consider dedicating this time before applying.

4. Interview with CEO

If you advance to this stage, you’ll meet with our CEO for a deeper conversation. This is a chance to discuss your background, learn more about our company culture, review role details, and address any questions you might have.

5. Offer

If everything aligns, congratulations—you’ll receive an offer to join our team!