Customer Support Specialist

ABOUT PRODUCTIVE

Productive’s aim is to provide agencies with a complete and real-time overview of their business.

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WHO ARE WE LOOKING FOR?

You might already have a perception of a typical customer support role. Generally speaking, your job at Productive will look a little different.

Our customers come to us with questions about how to make Productive work for their business and those questions can range from straightforward product guidance to complex use cases involving workflows, reporting, budgeting, billing, and other parts of their day-to-day operations.

Most of your communication with customers will happen in writing, through live chat. AI helps us handle many of the simpler and more repetitive questions, which means our Support team can focus on cases that require more context, investigation, problem-solving, and human judgment.

Your mission (if you accept it) will revolve around three priorities:

• Helping customers solve problems and get the most out of Productive
• Testing Productive features, investigating potential bugs, and reporting issues to our Product team
• Collecting and documenting feature requests and feedback from customers

This role pays a salary range of:

• EUR 1,600 – 2,000 gross for an employment contract

Perks & Benefits

• Remote work, flexible hours, strong work-life balance, and clear opportunities for career growth
• More perks and benefits available—check them out here.

ABOUT THE JOB

DAY-TO-DAY RESPONSIBILITIES

Since we have customers from all over the world, we’re looking for someone with top-notch written and spoken English skills (seriously, this is a must). Most of your customer communication will be written, so being able to communicate clearly, naturally, and confidently in English is especially important.

Your working hours are 9 AM – 5 PM, Monday to Friday.

You’ll be:

• Responding to customer inquiries and helping customers get the most out of Productive
• Investigating complex questions and finding solutions tailored to different customer needs and workflows
• Becoming a Productive expert and keeping up with new features and product changes
• Handling customer issues and complaints with empathy, professionalism, and ownership
• Identifying and reproducing bugs, testing fixes, and reporting findings to our Product team
• Collecting and documenting feature requests and customer feedback
• Collaborating with Customer Success, Sales, and Product when customer cases require additional expertise

ABOUT YOU

Let’s See If We’re a Match

You don’t need to know Productive before joining us, we’ll teach you that. What matters more is that you’re curious, proactive, comfortable digging into problems, and motivated to build your knowledge over time.

If you recognize yourself in some of the following characteristics, we’ll be happy to meet you:

• You have previous experience in customer support, customer success, sales, or another customer-facing role, ideally in a SaaS or tech environment
• You have excellent (C1/C2) English communication skills, both written and verbal
• You enjoy investigating problems and figuring things out instead of relying only on predefined instructions
• You’re skilled at explaining complicated concepts in easy-to-understand terms
• You have the ability to show empathy and stay calm when customers are stressed or upset
• You’re proactive, when you don’t know something, your instinct is to ask, research, test, and find the answer
• You take ownership of customer issues and follow them through to resolution
• You’re comfortable multitasking and prioritizing several conversations or problems at once
• You’re interested in understanding how businesses work, not just how a piece of software works

It’s a plus if:

• You have experience working with SaaS products or in a more technical customer support environment
• You have some understanding of business finances, budgeting, billing, reporting, or profitability
• You have experience with software testing or reproducing and reporting bugs
• You already use AI tools and are curious about how they can make customer support work better

HOW TO LAND THIS JOB

If you think we can meet your expectations and you’re willing to share your experience and knowledge, apply using the form below. Please send us your CV and cover letter (optional).

Curious about what the interview process looks like? Below you’ll find an overview of each stage and what to expect for this role.

If you have any questions, you can contact us by sending an email to careers@productive.io.

Only applicants with knowledge of* Croatian/Serbian/Bosnian will be considered for this position.