Open position at Rossum
Customer (Tech) Support Specialist
- Work schedule
- Full-time
- Address
- Křižíkova 34 Prague 8 180 00
We are looking for a Customer Support Specialist to join our Customer Experience (CX & Services) team. In this role, you’ll be on a mission to deliver fast, empathetic, and effective support for Rossum’s customers. You’ll be helping people around the world save millions of hours on boring manual tasks so they can use them for things that matter. We value innovation and are seeking someone eager to bring fresh ideas—especially around troubleshooting workflows and enhancing the customer journey.
One Fixed Shift
We are hiring for two specific fixed-shift roles to ensure our global customers are supported around the clock. Please indicate your preference in your application:
- Night Shift: Wednesday – Sunday | 00:00 – 08:30
- Evening Shift: Saturday – Wednesday | 16:00 – 00:30
What You’ll Do
Support Excellence & Care
- Professional Interaction: Respond to customer inquiries with professionalism, care, and a focus on high satisfaction.
- SLA Adherence: Maintain high SLA adherence to ensure our customers receive timely assistance.
Troubleshooting & Improvement
- Technical Problem Solving: Troubleshoot software-related problems and guide customers through step-by-step solutions.
- Process Optimization: Proactively identify and implement process improvements to enhance product usability.
Strategic Collaboration
- Product & Engineering Feedback: Collaborate with Product and Engineering teams to communicate recurring customer pain points.
- Critical Contribution: Manage day-to-day inquiries while identifying strategic improvements to the overall support effort.
I have the ideal colleagues and I'll describe them to you - inquisitive, technically up to speed, knowledgeable in their field, with drive and a desire to develop.
Who You Are
We’re looking for a community member who isn't afraid to challenge their own assumptions and brings:
- 1+ years of experience in customer support or client-facing roles, ideally in SaaS.
- Technical curiosity: Familiarity with ticketing systems (Zendesk, Intercom, etc.), CRM tools, and troubleshooting workflows.
- A human-first approach: You bring empathy, patience, and strong communication skills to every interaction.
- Problem-solving mindset: You balance hands-on execution with the ability to think strategically about customer needs.
- Bonus points: Experience with automation/AI products or knowledge of REST APIs.
Rossum is a really serious relationship for me. Dream job. Dream project.
What Success Looks Like
Within 3 Months: Complete your onboarding, achieve proficiency in our support systems, and handle standard tickets independently.
- Within 6 Months: Resolve the majority of requests within SLA and begin sharing recurring product insights with our Product team.
- Within 12 Months: Serve as a subject-matter expert for the Rossum tool and support continuous improvement initiatives across the CX team.
What we offer
- Balance: 5 weeks of vacation and 5 sick/personal days.
- Health & Wellness: MultiSport Card to keep you active.
- Growth: Personal development, education, and language courses.
- Tools: High-end tech, including a MacBook and the external monitor/keyboard.
- Family Support: An extra 2 weeks of paternity leave.
- Opportunity to choose a place to work: from home or from our 24/7 base in our vibrant Prague office
- Community: Team offsites and regular meetups.
Ready to make an impact? Apply now and let us know which shift works best for you!
