Customer Support Specialist

About the Role

We're looking for a tech-savvy and customer-focused Customer Support Specialist to join our team in Tallinn or Riga.

In this role, you'll be the first point of contact for our global users, helping them get the most out of Scoro. Whether it's answering questions, solving problems, or guiding them through features, you'll make sure every interaction is clear, friendly, and effective.

You'll also collaborate with our Customer Success, Product, and Engineering teams to share insights and ensure we keep improving the user experience. Your work will have a direct impact on how thousands of professionals worldwide experience Scoro.

If you have experience in B2B technical support, enjoy helping others, and want to grow in an international SaaS scale-up, send your application in English.

What will you do?

• Respond to customer inquiries primarily through email, with occasional Zoom calls when a more personal touch is required.
• Provide clear guidance and advice to users on how to use Scoro effectively.
• Escalate more complex technical issues to the development team, and follow up to ensure timely resolution.
• Track and update support tickets to reflect accurate status and communication history.
• Collaborate with Customer Success, Product, and Engineering to improve the overall user experience.
• Contribute to our internal knowledge base by documenting common questions and solutions.

Here's what awaits you at Scoro

• Possibility to Make an Impact: Work on a meaningful, globally-used product that helps businesses streamline their workflows and achieve more.
• Stock Options Package: Be part of Scoro's growth and share in our success.
• Work Where You Thrive: We don't have mandatory office days. Join us in our cozy Tallinn or Riga office, or work from wherever you feel most productive.
• Annual Leave: Over 5 weeks of paid time off.
• Loyalty Days: 1-5 extra holiday days per annum based on tenure.
• Health Comes First: Three paid medical days, private health insurance (or Stebby compensation in Estonia), and covered mental health services.
• Continuous Learning: Invest in your growth with trainings, an individual budget for books and courses, and unlimited access to Udemy.
• Community and Activities: Connect with teammates through on-site and hybrid events, and employee-led initiative groups.
• Global Gatherings: Meet the entire Scoro team at our bi-annual company-wide events in Tallinn.
• Unique Company Culture: A diverse international team where trust, teamwork, and laughter go hand in hand. Get a glimpse of the vibe on Instagram and Scoro's Blog.
• Monthly Gross Salary: The range is euros, plus a quarterly bonus of up to 5% based on individual and team performance.

You'd be a great fit if you have:

• 2–3 years of experience in customer support or service, preferably in a B2B SaaS environment.
• Excellent communication skills in English, both written and spoken.
• A strong sense of empathy and a customer-first attitude.
• Good problem-solving skills and the ability to learn new tools and systems quickly.
• Organised and detail-oriented, with a desire to improve how things work.
• Comfortable using support tools such as Zendesk (or similar platforms).

Bonus points for:

• Familiarity with Scoro or similar project management/CRM tools.
• Experience working in a distributed or remote team.
• Knowledge of Planhat or another customer success platform.
• Estonian language skills.

Please do not see everything in this job ad as a "must have" but rather as a guiding list of what we're looking for. We know that no candidate will be the perfect match for all we've mentioned in this posting, so don't be afraid to apply if you feel you're close to the brief but not "spot on"

What happens next?

If you're curious to learn more about our recruitment process and what we look for in candidates, check out our blog post: How We Recruit at Scoro: A Sneak Peek Inside.

Please know that at Scoro, we're an equal opportunity employer and value diversity in our company. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.