Modjo

Customer Support

• Own customer support end-to-end
• Handle customer requests across chat (Intercom), email, and internal channels with speed, clarity, and precision
• Deliver accurate, actionable solutions tailored to each customer’s context
• Own the lifecycle of every request: from first response to resolution, keeping stakeholders informed throughout
• Lead technical investigation & issue triage
• Perform deep first-level investigations on complex topics (APIs, integrations, logs, AI-related behaviors, bugs)
• Distinguish between issues that can be solved directly vs. those requiring escalation
• Qualify, reproduce, and document technical issues with a high level of detail to enable efficient handoff to engineering
• Act as a translator between customers and technical teams
• Build strong product expertise & feedback loops
• Develop an in-depth understanding of the product, its architecture, and its evolving features
• Educate customers clearly on product capabilities, limitations, and best practices
• Identify recurring issues and patterns, and collaborate with Product & Engineering to improve the experience
• Improve support processes, tools & knowledge base
• Contribute to and maintain high-quality documentation (Help Center, FAQs, guides, tutorials)
• Propose and implement improvements to streamline workflows and automate repetitive tasks
• Take ownership of new ideas: test, iterate, and help shape how support operates at scale
• Monitor KPIs and continuously optimize support performance and efficiency
• Produce structured reporting on customer requests, trends, and pain points.

Customer Support Specialist