Original job description
Hi! I'm Donna, the Support Lead at Modash.
I'm looking for a Customer Support Specialist to join our team. Here's a little background, examples of the things that you'll work on, and things you probably want to know.
Background & reason for hiring
Support at Modash isn’t just answering tickets. It’s how we deliver the best customer experience in the multiverse. You’ll be the first person customers talk to when something’s confusing, broken, or urgent, and you’ll make them feel taken care of fast.
We’re hiring a new Customer Support Specialist based in Canada to strengthen our coverage in North America and keep response times fast as Modash grows.
Your team is spread across Europe and North America: I am based in Ireland, Laurenis based in Canada, and Martine is based in Estonia. You’ll join a tight-knit Support team that takes full ownership of every issue and makes sure every customer feels heard, supported, and genuinely cared for.
Scope of the role & what you'll actually do
Your job is simple to explain and hard to do well: be the go-to support partner who helps customers solve the right problem (not just the fast one), and leaves them feeling confident using Modash.
You’ll spend most of your time in Intercom helping customers via chat + email (and sometimes live or async video when it’s the fastest way to help), and collaborating with the team to solve tricky cases.
Give practical advice on influencer marketing workflows and best practices.
Help customers understand how to use specific parts of Modash (with clear, step-by-step guidance)
Troubleshoot product issues: reproduce problems, ask good follow-up questions, and guide customers to a solution
Escalate bugs/issues with strong context (clear steps, examples, links, impact)
Keep our Help Center and internal documentation updated when you notice gaps or recurring confusion.
Contribute to customer communication during incidents (e.g., banners/updates) when needed.
Spot patterns and share customer feedback so we continuously build a better product
What success looks like
We’ll align on targets together, but success in this role usually looks like:
Strong first response time ~ under 2 hours.
Consistently solve the real problem (not just close the ticket).
Clean internal notes and handoffs, so anyone can pick up the case.
Help Center improvements shipped continuously based on real tickets.
Requirements
You have 2+ years of experience in customer support (ideally in SaaS).
Your English is strong, both written and spoken.
You write clearly and kindly. You can explain complex things in simple words.
You’re comfortable troubleshooting: reproducing issues, asking good follow-up questions, and narrowing down the real cause.
You take ownership. You don’t drop threads, and you keep customers updated until the issue is resolved.
You can work without a perfect playbook. When something is unclear, you ask for help, figure it out, and help improve the process for next time.
You’re organised. You keep cases and handoffs clear, and you help turn repeat questions into reusable replies or clearer docs.
You stay calm under pressure and handle frustrated customers with care.
Nice-to-haves
Experience supporting influencer marketing or e-commerce tools.
Experience with technical support topics (integrations, tracking, APIs).
Experience making/helping maintain Help Center docs and internal processes.
The tools you'll use
Intercom → primary support tool and customer comms hub
Notion → our internal knowledge base for everything Modash
Stripe → subscriptions, payments, and invoices
FullStory → session replays for debugging and understanding customer behaviour
Modash → reproduce customer issues, check account settings, and guide customers through features step-by-step
Working hours / schedule
Your typical schedule will be 10am–6pm Eastern time, Monday - Friday, with some weekend flexibility depending on coverage needs.
Benefits
Unlimited paid vacation time. If you're happy & well-rested, you'll do better work. Take the time you need to enjoy a balanced life.
Fully remote working. As long as you have a reliable internet connection, we want you to work wherever is best for you. At home, in a café, on a beach. Whatever works.
Personal development. When you grow, we benefit. If there's a course, book, or conference that will help you upskill - we'll cover it.
Ownership. You're the expert at what you do, and so you should have the flexibility to make decisions and take action quickly. No unnecessary red tape. Got an out-of-the-box idea? You'll have the autonomy to go ahead and try things that you might not be able to at other companies.
More about this job
Responsibilities
Support customers through chat, email, and occasional video, providing practical guidance on Modash and influencer marketing workflows while troubleshooting product issues. Escalate bugs with clear context, maintain support documentation, communicate during incidents, and share customer feedback to improve the product.
Requirements
Candidates need at least two years of customer support experience, ideally in SaaS, and strong written and spoken English. They should be organized, empathetic, comfortable troubleshooting and taking ownership, and able to work independently; experience with influencer marketing or e-commerce tools, technical support, and Help Center documentation is a plus.
Skills
- Customer Support
- SaaS Support
- Written Communication
- Verbal Communication
- Troubleshooting
- Issue Reproduction
- Customer Communication
- Problem Solving
- Case Ownership
- Incident Communication
- Documentation
- Help Center Maintenance
- Influencer Marketing Workflows
- Technical Support
- Integrations
- API Support
Benefits
- Unlimited Paid Vacation
- Fully Remote Work
- Personal Development Funding
- Autonomy and Ownership
Remote locations (standardized)
Visa sponsorship
Not detected in the job text
Categories
- Customer Service & Support
- Technology
- Marketing
Keywords
- Intercom
- Notion
- Stripe
- FullStory
- SaaS
- Customer Support
- Customer Experience
- Influencer Marketing
- E-Commerce
- Troubleshooting
- Bug Escalation
- Incident Communication
- Help Center
- Internal Documentation
- Integrations
- APIs
- Tracking
- Subscriptions
- Payments
- Invoices
- Session Replays
- Customer Feedback
- Chat Support
- Email Support
- Eastern Time
