Athaddockwe’re building the firstPoint 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 themarket leader in Spain, and our vision is toexpand across Europeand define the future of restaurant operations.Over the last 12 months we’vedoubled ARPU, significantly reduced churn, andincreased NDRand now we’re ready to operate at a different scale.About The RoleCustomer 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 elevate 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 & Experience1–3 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 systemsand modern SaaS stacks (Intercom/Zendesk/Crisp, etc.).High ownership, calm under pressure, and customer-obsessed attitude.You’ll stand out if you bringPrevious experience working at a fast-paced startupPrevious experience working in a SaaS productExperience supporting customers in the HORECA sectorExper

📌 Support Specialist Cx Barcelona (Madrid)
🏢 haddock (YC W22)
📍 Madrid