About the role
About the Role 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. The Shifts 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 You will be a critical contributor to our support efforts, managing day-to-day inquiries while identifying strategic improvements. Respond to customer inquiries with professionalism, care, and a focus on high satisfaction. Troubleshoot software-related problems and guide customers through step-by-step solutions. Collaborate with Product and Engineering teams to communicate recurring customer pain points. Proactively identify and implement process improvements to enhance product usability. Maintain high SLA adherence to ensure our customers receive timely assistance. 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. 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. Why Join Us? At Rossum.ai , we’re on a mission to make data extraction effortless and intelligent. We believe in empowering teams with smart tools that free them from repetitive tasks so they can focus on creativity and human connection. We’re not about top-down leadership; everyone’s voice is heard, and great ideas come from every level of the organization. What we offer: Balance: 5 weeks of vacation and 5 sick/personal days. Health & Wellness: MultiSport Card to keep you active. Ownership: Stock options (ESOP) so you can share in our long-term success. Growth: A budget for personal development, education, and language courses. Tools: High-end tech, including a MacBook and the external monitor/keyboard of your choice. Family Support: An extra 2 weeks of paternity leave. Community: Hybrid work model with a base in our vibrant Prague office, team offsites, and regular meetups. Ready to make an impact? Apply now and let us know which shift works best for you!