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.

We’ve 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.

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, escape, 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 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 & 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 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.

You’ll stand out if you bring

Previous experience working at a fast-paced startup

Previous experience working in a SaaS product

Experience supporting customers in the HORECA sector

Experience working with integrations (POS, payments, third-party tools) and basic technical debugging

Benefits for our team

€24,000–€33,000 OTE per year (on-target earnings), based on experience.

Hybrid working:

3 days on-site in Barcelona and 2 remote days per week.

Coffee

and weekly

fruit .

Playflow

for adaptable payroll.

Urban Sports

membership.

Alan

private health insurance (partially covered).

How we work

Monday to Friday.

3 days on-site in Barcelona and 2 remote days per week.

Fast-paced, customer-obsessed, high-ownership culture.

Our Process

Initial fit call (15–30 min)

Interview with the Hiring Manager (45’ - 1 hour)

Culture Fit interview with Founders (1 hour)

The full process takes

2–3 weeks , and you’ll receive feedback

within 3–5 days

after each step. We believe in clear, transparent and respectful communication.

Pro tip:

If in the first call you don’t know what haddock is, you’ll be instantly disqualified.

#J-18808-Ljbffr

📌 Support Specialist (Barcelona)
🏢 haddock
📍 Barcelona