Customer Support Specialist

Requirements

• Local language fluency at C1 level with clear pronunciationMust
• English proficiency at B1-B2 level for internal communicationMust
• Background in Customer SupportMust
• Background in Technical SupportMust
• Tech-savvy with genuine interest in growing professionally in technical directionMust
• Calm under pressure and manage difficult customer situations constructivelyMust
• B2B support experience

What you'll do

• Handle inbound technical requests via live chat (Intercom)
• Handle inbound technical requests via voice calls (Ringostat)
• Resolve minor technical issues independently
• Escalate complex technical cases to the technical team
• Manage high ticket volume (350-400 tickets per month) with quality
• Handle and de-escalate customer complaints
• Achieve professional win-win resolutions in difficult situations
• Work shift-based schedule including weekends
• Monitor and meet response and resolution time KPIs

Keywords

About the role

Language Requirements: Local language — min. C1 level English — min. B1+ level About us: Choice is a leading European food-tech B2B SaaS platform. We empower over 30,000+ restaurants across 20 countries to increase their revenue through a unified digital ecosystem: QR payments, online reservations, and delivery management. With key offices in Prague and Warsaw, we are building a dynamic team of enthusiasts who value flexibility, zero bureaucracy, and the freedom to experiment. We are a start-up with a proven track record of success, actively scaling across Europe. [Forbes about Choice ] We are looking for a tech-savvy Customer Support Specialist to join our team. In this role, you will be the first line of help, resolving technical issues and ensuring our clients have a seamless experience with our platform. Key Responsibilities: • Handle inbound technical requests via live chat (Intercom) and voice calls (Ringostat). • Resolve minor technical issues independently and escalate complex cases to the technical team. • Manage an average workload of 350–400 tickets per month with high quality. • Handle and de-escalate customer complaints, aiming for professional win-win resolutions. • Work in a shift-based schedule (9:00–17:00, 12:00–20:00, 14:00–22:00) including two weekends per month. Our Ideal Candidate: • Fluent in the local market language, min. C1 with clear pronunciation. • Working proficiency in English B1-B2 for internal communication. • Background in Customer or Technical Support (B2B experience is a plus). • Comfortable working with KPIs focused on response and resolution time. • Tech-savvy with a genuine interest in growing professionally in a technical direction. • Calm under pressure and able to manage difficult customer situations constructively. What We Offer: • Competitive compensation consisting of a fixed salary and performance-based bonuses. • Regular performance reviews and clear paths for career and leadership growth. • Work in a multicultural product company with a supportive and healthy culture. • Opportunity to influence internal processes and improve the customer experience. • Flexible environment where your performance directly boosts your rewards. Ready to grow with us? If you are ambitious and driven, let’s talk! Apply now or recommend a friend who might be interested! By applying for this position, you consent to the processing of your personal data by Choice for recruitment purposes in accordance with the GDPR. Originally posted on Himalayas