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.