# Customer Support Specialist, Europe (based in Tallinn, Estonia) > Modash · Tallinn, Estonia (Hybrid) · Full-time · Posted 2026-06-08 **Workplace:** hybrid **Department:** Customer Success ## Description Hi! I'm [**Donna**](https://ie.linkedin.com/in/donnahallpage), 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**](https://ca.linkedin.com/in/connor-munce-36a062160) and [**Lauren**](https://www.linkedin.com/in/lauren-piggott) 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. ## Requirements ### **What success looks like** We’ll align on targets together, but success in this role usually looks like: - Strong first response time **~** under 2 hours.⁠⁠ - Consistently solve the real problem (not just close the ticket). - Clean internal notes and handoffs, so anyone can pick up the case. - Help Center improvements shipped continuously based on real tickets.⁠ ### **Skills & experience** - 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. ### **Nice-to-haves** - 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 ### What we're offering - **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. ## Apply [Apply at Modash](https://apply.workable.com/modash/j/D1E2650366/apply) --- Powered by [Workable](https://www.workable.com)