Customer Support Specialist

Brame, a dynamic MarTech startup headquartered in Switzerland, is seeking a talented Customer Support Specialist to join our team in Novi Sad . We are dedicated to revolutionizing the world of gamification marketing and helping businesses across industries enhance their customer journey with interactive and cutting-edge experiences. With our Playable Ad Network, we are setting new standards in the field of online display advertising. The gamified banners achieve above-average values in all relevant KPIs. The complex technology requires special care and expertise in planning, implementation, and delivery. 1+ year of hands-on experience in customer support, preferably in a SaaS environment Strong communication skills – you're clear, concise, empathetic, and confident in both written and verbal English Experience writing and maintaining Help Center content, including articles, guides, and FAQs Proficient with tools such as Intercom, Jira, and Confluence Comfortable using AI tools in day-to-day work – for drafting, research, or task efficiency Solid understanding of key support KPIs A problem-solving mindset: you're comfortable navigating complex issues, technical troubleshooting, and prioritizing customer impact Comfortable collaborating cross-functionally with Customer Success Managers, Professional Services, Product, and Engineering teams Bonus: Familiarity with automations in support and ticket prioritization workflows Understanding of API integrations Basic understanding of GDPR Experience with integrating AI into support processes Act as a reliable expert for our customers, delivering fast and friendly support through email and occasional video calls Dive deep into product issues, troubleshoot effectively, and escalate when necessary Maintain internal documentation and contribute to keeping customer-facing Help Center content accurate and up to date Collaborate with Product, Engineering, and other teams to report bugs and suggest improvements Continuously look for ways to improve efficiency, reduce response times, and increase overall quality Actively participate in improving support workflows: help identify bottlenecks, suggest, test, and implement automations, and contribute to building a scalable support infrastructure As a team, we believe in fostering a warm and friendly work environment while pushing the boundaries of what’s possible in gamification marketing. At Brame, every employee has the entrepreneurial freedom to make a difference and is highly encouraged to take ownership and come up with new ideas and innovative approaches. Flexible working hours A hybrid approach to working space Premium private health insurance Fully covered FitPass membership Educational resources and support in your personal development interests Ability to influence the future development of Brame’s software by introducing new solutions and technologies Team-building activities Referral bonus system Bonus system An amazing team to work with 22 days of annual leave Join Brame now! If you feel like you meet our requirements and want to become a GAME CHANGER in one of the fastest-growing companies in the gamification space, send us your CV and we’ll get in touch as soon as possible!