- 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, escape, and improve how we support customers at scale
- 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 escalated 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
- Fast-paced, customer-obsessed, high-ownership culture

Benefits
- Adaptable working hours

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 methodicallyExcellent written communication in Spanish; English is a strong plusComfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.)High ownership, calm under pressure, and customer-obsessed attitudePrevious experience working at a fast-paced startupExperience supporting customers in the HORECA sectorPrevious experience working in a SaaS productExperience working with integrations (POS, payments, third-party tools) and basic technical debugging

📌 Support Specialist CX (Barcelona)
🏢 haddock
📍 Barcelona