📍 Job Overview

Job Title: CityBee Estonia Customer Support Specialist (Full time)
Company: Modus Mobility
Location: Tallinn, Estonia
Job Type: Full-time
Category: Customer Support
Date Posted: 2025-07-21

🚀 Role Summary

Customer-Centric Support: Provide exceptional support to CityBee customers across multiple channels, ensuring a seamless and positive customer experience.
Collaboration & Problem-Solving: Work closely with internal teams and external partners to resolve complex issues and advocate for customers' best interests.
Continuous Improvement: Contribute ideas and suggestions to enhance self-service options, automation, and knowledge base content.
📝 Enhancement Note: This role is ideal for individuals passionate about customer service, eager to make a difference in a dynamic and growing mobility company.

💻 Primary Responsibilities

Customer Communication: Handle customer inquiries and support requests via email, chat, phone, and other channels professionally and efficiently.
Issue Resolution: Troubleshoot and resolve customer issues, escalating complex problems to team leads or other departments when necessary.
Team Collaboration: Work closely with internal support teams and external call center partners to maintain high service standards and customer satisfaction.
Process Improvement: Identify opportunities to enhance self-service options, automation, and knowledge base content to improve the overall customer experience.
📝 Enhancement Note: This role requires strong communication skills, a proactive approach to problem-solving, and a customer-first mindset.

🎓 Skills & Qualifications

Education: High school diploma or equivalent. Relevant college degree is a plus.

Experience: Minimum of 1 year in a customer-facing role. Previous experience in a similar role within the mobility or tech industry is beneficial.

Required Skills:

Excellent written and verbal communication skills in Estonian and English (Russian is a plus)
Strong organizational skills and attention to detail
Proactive problem-solving approach and a positive attitude
Ability to work in a fast-paced environment and handle multiple tasks simultaneously
Experience with Intercom or similar support platforms is a plus

Preferred Skills:

Familiarity with the CityBee platform and mobility services
Experience working in a call center or customer support environment
Knowledge of CRM systems and customer support software

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

Customer Support Case Studies: Prepare case studies demonstrating your problem-solving skills, customer interaction examples, and positive outcomes.
Customer Service Metrics: Highlight your track record of meeting or exceeding customer service metrics, such as CSAT, NPS, or resolution time.
Process Improvement Initiatives: Showcase any successful process improvement initiatives you've led or contributed to in previous roles.

Technical Documentation:

Customer Service Scripts & Templates: Provide examples of customer service scripts, templates, or guides you've created or used to ensure consistent and high-quality support.
Customer Service Training Materials: Share any customer service training materials, such as guides, videos, or presentations, you've developed or used to improve your skills or train others.

💵 Compensation & Benefits

Salary Range: 1200 - 1500 EUR Gross per month (Full-time). Specific amount will be offered based on your work experience and competencies.

Benefits:

Health and Safety Perks: Enjoy benefits like Stebby budget, personal accident coverage
Little Perks, Big Smiles: We have some little extras for you, including a dog-friendly, cozy – “we wear slippers here” – office space, snacks in the kitchen, and fun regular events to look forward to
Flexibility at Your Fingertips: Work from home or our office, offering flexibility to optimize productivity and well-being
Freedom to Flourish: Here, we encourage thinking outside the box, taking ownership, and getting things done

Working Hours: Full-time, 40 hours per week. Flexible working hours may be available.

🎯 Team & Company Context

🏢 Company Culture

Industry: Mobility and smart city solutions. Modus Mobility aims to provide innovative and sustainable mobility options for increasingly fast-paced urban environments.

Company Size: Medium-sized, with a growing team of passionate professionals dedicated to reimagining mobility across Europe.

Founded: [Year] in [Location], Modus Mobility has since expanded its reach and impact on the mobility industry.

Team Structure:

Customer Support: A dedicated team responsible for providing exceptional customer support across multiple channels.
Product & Development: A team focused on developing and improving CityBee's mobility services and platform.
Marketing & Growth: A team dedicated to promoting CityBee's services, driving customer acquisition, and fostering brand awareness.
📝 Enhancement Note: Modus Mobility encourages cross-functional collaboration and knowledge sharing among its teams.

Development Methodology:

Agile: Modus Mobility follows Agile methodologies to ensure efficient and effective product development and customer support.
Continuous Improvement: The company fosters a culture of continuous improvement, encouraging employees to identify and implement enhancements to processes and services.
Customer-Centric: Modus Mobility prioritizes customer needs and feedback in its decision-making processes and product development.

Company Website: www.modusmobility.com

📈 Career & Growth Analysis

Customer Support Career Level: This role is ideal for early to mid-career customer support professionals seeking to grow their skills and make a significant impact on a dynamic mobility company.

Reporting Structure: This role reports directly to the Customer Support Team Lead, with regular interactions with other internal teams, such as Product, Marketing, and Operations.

Technical Impact: As a Customer Support Specialist, you will directly influence the customer experience, contributing to customer satisfaction, loyalty, and advocacy. Your insights and suggestions will also help shape the continuous improvement of CityBee's services and platform.

Growth Opportunities:

Career Progression: With strong performance and a demonstrated commitment to customer service excellence, you may have the opportunity to advance to a team lead or management role within the customer support team.
Skill Development: Modus Mobility encourages continuous learning and offers opportunities for employees to develop new skills and specialize in areas such as process improvement, training, or project management.
📝 Enhancement Note: Modus Mobility's growth and expansion present numerous opportunities for employees to grow their careers alongside the company.

🌐 Work Environment

Office Type: Modus Mobility offers a hybrid work environment, with employees able to work from home or the office as needed. The office is a cozy, dog-friendly space where employees are encouraged to wear slippers and maintain a comfortable, relaxed atmosphere.

Office Location(s): Tallinn, Estonia. The office is conveniently located in the city center, with easy access to public transportation and nearby amenities.

Workspace Context:

Collaboration: Modus Mobility encourages collaboration and knowledge sharing among its teams, with regular team meetings, workshops, and cross-functional projects.
Flexibility: The hybrid work environment offers employees the flexibility to optimize their productivity and well-being, with the option to work from home or the office as needed.
Growth: Modus Mobility's growth and expansion present numerous opportunities for employees to grow their careers alongside the company, with regular promotions and new roles becoming available.

Work Schedule: Full-time, 40 hours per week. Flexible working hours may be available, with the option to work from home or the office as needed.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to assess your communication skills, customer service experience, and cultural fit with Modus Mobility.
Customer Support Simulation: A practical exercise to evaluate your problem-solving skills, customer service approach, and ability to handle challenging customer scenarios.
Final Interview: A meeting with the Customer Support Team Lead and/or other stakeholders to discuss your fit for the role, answer any questions you may have, and make a final decision.

Portfolio Review Tips:

Case Studies: Prepare detailed case studies demonstrating your problem-solving skills, customer interaction examples, and positive outcomes.
Customer Service Metrics: Highlight your track record of meeting or exceeding customer service metrics, such as CSAT, NPS, or resolution time.
Process Improvement Initiatives: Showcase any successful process improvement initiatives you've led or contributed to in previous roles.

Technical Challenge Preparation:

Customer Service Scenarios: Familiarize yourself with common customer service scenarios and practice handling them professionally and efficiently.
Product Knowledge: Brush up on your knowledge of CityBee's mobility services and platform to ensure you can provide accurate and helpful information to customers.
📝 Enhancement Note: Modus Mobility values candidates who can demonstrate a strong customer-first mindset, proactive problem-solving approach, and excellent communication skills.

ATS Keywords: Customer Support, Problem-Solving, Communication, Organizational Skills, Attention to Detail, Fluency in Estonian, Fluency in English, Positive Attitude, Mobility Services, Customer Service Metrics, Process Improvement, Agile Methodologies, Continuous Improvement, Customer-Centric, Hybrid Work Environment, Flexible Working Hours, Career Growth, Skill Development.

🛠 Technology Stack & Web Infrastructure

Customer Support Tools:

Intercom: Modus Mobility uses Intercom for customer communication, support ticket management, and live chat.
CRM System: Modus Mobility employs a CRM system to manage customer data, track interactions, and monitor customer service performance.
📝 Enhancement Note: Familiarity with Intercom or similar support platforms is a plus, but not required. Training will be provided as needed.

👥 Team Culture & Values

Customer Support Values:

Customer-Centric: Modus Mobility prioritizes customer needs and feedback in its decision-making processes and product development.
Proactive Problem-Solving: The company encourages employees to take a proactive approach to identifying and resolving customer issues.
Continuous Improvement: Modus Mobility fosters a culture of continuous improvement, encouraging employees to identify and implement enhancements to processes and services.
📝 Enhancement Note: Modus Mobility's customer support team is dedicated to providing exceptional customer service and driving customer satisfaction, loyalty, and advocacy.

Collaboration Style:

Cross-Functional Collaboration: Modus Mobility encourages collaboration and knowledge sharing among its teams, with regular team meetings, workshops, and cross-functional projects.
Customer Service Excellence: The company prioritizes customer service excellence, with a focus on providing personalized, efficient, and effective support to customers.
Continuous Learning: Modus Mobility encourages continuous learning and offers opportunities for employees to develop new skills and specialize in areas such as process improvement, training, or project management.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Service Scenarios: Handle challenging customer service scenarios professionally and efficiently, demonstrating your problem-solving skills and customer service approach.
Product Knowledge: Stay up-to-date with CityBee's mobility services and platform, ensuring you can provide accurate and helpful information to customers.
Process Improvement: Identify opportunities to enhance self-service options, automation, and knowledge base content to improve the overall customer experience.
📝 Enhancement Note: Modus Mobility values candidates who can demonstrate a strong customer-first mindset, proactive problem-solving approach, and excellent communication skills.

Learning & Development Opportunities:

Career Progression: With strong performance and a demonstrated commitment to customer service excellence, you may have the opportunity to advance to a team lead or management role within the customer support team.
Skill Development: Modus Mobility encourages continuous learning and offers opportunities for employees to develop new skills and specialize in areas such as process improvement, training, or project management.
📝 Enhancement Note: Modus Mobility's growth and expansion present numerous opportunities for employees to grow their careers alongside the company, with regular promotions and new roles becoming available.

💡 Interview Preparation

Technical Questions:

Customer Service Scenarios: Be prepared to discuss your approach to handling challenging customer service scenarios and provide examples of successful problem-solving in previous roles.
Product Knowledge: Brush up on your knowledge of CityBee's mobility services and platform to ensure you can provide accurate and helpful information to customers.
Process Improvement: Be ready to share ideas for enhancing self-service options, automation, and knowledge base content to improve the overall customer experience.

Company & Culture Questions:

Customer Service Philosophy: Be prepared to discuss your understanding of Modus Mobility's customer service philosophy and how you would apply it in your role as a Customer Support Specialist.
Team Dynamics: Familiarize yourself with Modus Mobility's team structure and dynamics, and be ready to discuss how you would collaborate with other teams to provide exceptional customer support.
📝 Enhancement Note: Modus Mobility values candidates who can demonstrate a strong customer-first mindset, proactive problem-solving approach, and excellent communication skills.

Portfolio Presentation Strategy:

Case Studies: Prepare detailed case studies demonstrating your problem-solving skills, customer interaction examples, and positive outcomes.
Customer Service Metrics: Highlight your track record of meeting or exceeding customer service metrics, such as CSAT, NPS, or resolution time.
Process Improvement Initiatives: Showcase any successful process improvement initiatives you've led or contributed to in previous roles.

📌 Application Steps

To apply for this Customer Support Specialist position:

Submit your application through the application link provided.
Customize Your Portfolio: Tailor your portfolio to highlight your customer support experience, problem-solving skills, and commitment to customer service excellence.
Optimize Your Resume: Highlight your relevant customer support experience, skills, and achievements, focusing on metrics and impact.
Prepare for Technical Interview: Familiarize yourself with common customer service scenarios, CityBee's mobility services and platform, and Modus Mobility's customer service philosophy.
Research the Company: Learn about Modus Mobility's mission, values, and team dynamics to demonstrate your cultural fit and enthusiasm for the role.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

CityBee Estonia Customer Support Specialist (Full time)