- 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
- 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
- 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 methodically
- Excellent written communication in Spanish; English is a strong plus
- Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.)
- High ownership, calm under pressure, and customer-obsessed attitude
- Previous experience working at a fast-paced startup
- Experience supporting customers in the HORECA sector
- Previous experience working in a SaaS product
- Experience working with integrations (POS, payments, third-party tools) and basic technical debugging- Initial fit call (15–30 min)
- Inter

📌 Support Specialist CX (Barcelona)
🏢 haddock
📍 Barcelona