At
haddock
we’re building the first
Point of Control (POC)
SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.

Last month we launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the
market leader in Spain
, and our vision is to
expand across Europe
and define the future of restaurant operations.

Over the last 12 months we’ve
doubled ARPU
, significantly reduced churn, and
increased NDR
and now we’re ready to operate at a different scale.

About The Role ?
As a
Support Specialist
, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction. You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escalate, and improve how we support customers at scale.

Responsibilities
?
Customer Support & Troubleshooting:
Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows.

?
Fast,



Clear Communication:
Provide structured, friendly responses, set expectations, and keep customers informed until resolution.

?
Bug Reporting & Escalation:
Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and escalate to the right team.

?
Prioritization & Ownership:
Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency.

?
Knowledge Base & Enablement:
Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time.

?
Quality & Continuous Improvement:
Track patterns in issues and propose improvements to workflows, tooling, and product UX.

Skills & Experience
?
1–3 years of experience in customer support
, helpdesk, or customer-facing operations (SaaS preferred).

?
Strong troubleshooting mindset:
you can break problems down and test hypotheses methodically.

?
Excellent

📌 Support Specialist CX (Barcelona)
🏢 haddock (YC W22)
📍 Barcelona