Customer Support Specialist

3 days ago

Athens Metropolitan Area, Greece Ovida Full time

Location:
 Athens, Greece (Hybrid - 2 days/week in office) 
Employment Type:
 Full-time

About Ovida

At 
Ovida (

)
, we are redefining leadership development. Our platform combines professional coaching with advanced AI to help leaders improve their communication skills. We are a fast-growing startup looking for a dedicated person to be the voice of our company and the primary guide for our users.

The Role

We are looking for a 
Customer Support Specialist
 who is calm, methodical, and technically inclined. You won't just be answering tickets; you will be solving puzzles and creating content to help our users succeed.

Because our product is high-tech, you act as the "traffic controller"—investigating issues to identify the root cause before assigning them to engineers. Because our clients are global, you need the flexibility to ensure they succeed, regardless of the time zone.

Key Responsibilities:

  • First Response & Triage:
     Analyze reported issues to distinguish between user error, bugs, or feature requests.
  • Allocation:
     Route technical issues to the correct engineer with clear, methodical notes on what is happening.
  • US Market Coverage:
     Many of our clients are in the USA. While you will have a core schedule, you must be willing to jump online outside of standard European hours to solve urgent issues when they arise.
  • Knowledge Management:
     Keep our Help Center articles up-to-date and easy to understand.
  • Video Onboarding:
     Record short, clear "How-To" or onboarding video clips (e.g., using Loom) to guide specific customers through platform features.

Who You Are (Personality & Skills)

  • Calm & Empathetic:
     You can engage with users who may be frustrated or confused without losing your cool. You understand that behind every ticket is a person trying to get work done.
  • Methodical:
     You don't guess. You investigate, replicate, and document issues step-by-step.
  • Excellent Communicator:
     Your written and spoken English is flawless. You are comfortable speaking on video to record help clips.
  • Tech-Savvy:
     You are familiar with Customer Service platforms is a plus (e.g., 
    Intercom, Zendesk, HubSpot, or Freshdesk
    ). You understand web technology enough to troubleshoot basic issues.

Requirements

  • Education:
     University Degree (Bachelor's minimum).
  • Location:
     Must live in 
    Athens, Greece
     and have the legal right to work here.
  • Flexibility:
     Willingness to work flexible hours to accommodate US-based clients when necessary.

Why Join Us?

  • Competitive Compensation:
     We offer a high monthly salary (calculated to exceed the standard Greek 14-salary annual gross, paid over 12 months via our Cyprus entity).
  • Performance Bonuses:
     Rewards based on the quality of your support and user satisfaction.
  • Hybrid Model:
     Work from our Athens office 2 days a week for collaboration, and from home the rest of the time.
  • Growth Opportunity:
     Join a high-tech AI startup where your input on user experience genuinely matters.

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