📍 Job Overview

Job Title: CityBee Latvia Customer Support Specialist (Full time)
Company: Modus Mobility
Location: Riga, Latvia
Job Type: Full-time
Category: Customer Support
Date Posted: July 23, 2025
Experience Level: Entry-level (0-2 years)
Remote Status: On-site (Hybrid)

🚀 Role Summary

Modus Mobility, a leading provider of smart mobility solutions, is seeking a Customer Support Specialist to join their CityBee Latvia team.
In this role, you will provide exceptional support to customers via email, chat, phone, and other channels, ensuring a seamless customer experience.
Collaborate with internal support teams and external call center partners, proactively advocating for customers' best interests.
Contribute ideas for improving self-service options, automation, and the knowledge base.

📝 Enhancement Note: This role requires a strong customer-first mindset and a proactive approach to problem-solving. Familiarity with mobility services and a passion for creating a sustainable mobility future would be beneficial.

💻 Primary Responsibilities

Customer Support: Provide exceptional support to customers through various channels, ensuring their queries and issues are resolved promptly and efficiently.
Collaboration: Work closely with internal support teams and external call center partners to maintain a seamless customer experience.
Advocacy: Proactively advocate for customers' best interests, escalating complex issues to team leads or other departments when necessary.
Improvement: Contribute ideas for improving self-service options, automation, and the knowledge base to enhance the overall customer experience.

📝 Enhancement Note: This role requires strong communication skills, attention to detail, and the ability to multitask and prioritize effectively in a fast-paced environment.

🎓 Skills & Qualifications

Education: A high school diploma or equivalent is required. Relevant coursework or a degree in a related field would be an asset.

Experience: A minimum of 1 year of experience in a customer-facing role is required. Previous experience in a mobility service or customer support role would be beneficial.

Required Skills:

Excellent written and verbal communication skills in Latvian and English (Russian is a plus)
Strong organizational skills and attention to detail
A positive, solution-oriented attitude
Strong problem-solving skills and a proactive approach to customer support
Experience with Intercom or similar support platforms is a plus

Preferred Skills:

Familiarity with mobility services and the CityBee platform
Experience working in a fast-paced, dynamic environment
Knowledge of customer service metrics and performance tracking

📝 Enhancement Note: Candidates with experience in customer support, a passion for mobility services, and a strong customer-first mindset will excel in this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured resume highlighting relevant experience, skills, and achievements in customer support or a related field.
Examples of successful customer interactions, problem-solving scenarios, or customer service projects.
Any relevant certifications or training in customer service, communication, or a related field.

Technical Documentation:

A list of key performance indicators (KPIs) and metrics used to evaluate customer support performance in previous roles.
Examples of process improvement initiatives or automation projects implemented in previous roles.
Any relevant customer feedback or testimonials highlighting exceptional customer support.

📝 Enhancement Note: While a web portfolio is not explicitly required for this role, demonstrating a track record of successful customer support and a commitment to continuous improvement will strengthen your application.

💵 Compensation & Benefits

Salary Range: The monthly salary for this role starts at 1100 EUR Gross (Full time). Specific amounts will be offered based on work experience and competencies.

Benefits:

Private health insurance
Personal accident coverage
Dog-friendly office space
Snacks in the kitchen
Fun regular events

Working Hours: This role operates on a hybrid schedule, with a combination of remote work and on-site presence at the Riga office. The standard working week is 40 hours, with flexibility to optimize productivity and well-being.

📝 Enhancement Note: Salary ranges are based on market research for customer support roles in Riga, Latvia, and may vary depending on the candidate's experience and skills.

🎯 Team & Company Context

🏢 Company Culture

Industry: Modus Mobility operates in the mobility services industry, focusing on providing smart mobility solutions to increasingly faster-living societies and cities moving towards greener futures.

Company Size: Modus Mobility unites strong mobility brands, including CityBee and MyBee, forming an ecosystem that gives each brand an unparalleled advantage and a smooth experience for customers.

Founded: The company seeks to reimagine the perception of mobility across Europe, with a strong focus on creating a sustainable and innovative mobility future.

Team Structure:

The CityBee Latvia team consists of customer support specialists, working closely with internal support teams and external call center partners.
The team is part of a larger organization that values thinking outside the box, taking ownership, and getting things done.

Development Methodology:

Modus Mobility encourages a customer-centric approach to problem-solving and continuous improvement.
The company values innovation, collaboration, and a strong customer-first mindset.

Company Website: https://www.modusmobility.com/

📝 Enhancement Note: Modus Mobility's company culture emphasizes a strong customer focus, collaboration, and continuous improvement, making it an ideal environment for customer support professionals seeking to make a significant impact.

📈 Career & Growth Analysis

Web Technology Career Level: This role is an entry-level position in the customer support field, offering an excellent opportunity for individuals seeking to begin or advance their career in customer support or a related field.

Reporting Structure: The Customer Support Specialist will report directly to the Customer Support Team Lead and collaborate with internal support teams and external call center partners.

Technical Impact: This role has a direct impact on customer satisfaction, loyalty, and the overall success of the CityBee Latvia brand. Exceptional customer support contributes to positive word-of-mouth marketing and customer retention.

Growth Opportunities:

Career Progression: With experience and demonstrated success, Customer Support Specialists may progress to roles such as Senior Customer Support Specialist, Team Lead, or other management positions within the customer support or operations teams.
Technical Skill Development: This role offers opportunities to develop and refine customer support skills, as well as gain experience with various customer support platforms and tools.
Emerging Technologies: As Modus Mobility continues to innovate and adopt emerging technologies, Customer Support Specialists may have the opportunity to contribute to or support the implementation of new mobility services and features.

📝 Enhancement Note: Career growth opportunities in this role are contingent upon the candidate's performance, initiative, and the organization's expansion and development plans.

🌐 Work Environment

Office Type: Modus Mobility offers a hybrid work environment, with a combination of remote work and on-site presence at the Riga office. The office is dog-friendly, providing a collaborative and inclusive workspace.

Office Location(s): The main office is located in Riga, Latvia.

Workspace Context:

The Riga office provides a modern and collaborative workspace, with amenities such as snacks in the kitchen and regular fun events.
The hybrid work arrangement offers flexibility to optimize productivity and well-being.

Work Schedule: The standard working week is 40 hours, with flexibility to accommodate deployment windows, maintenance, and project deadlines as needed.

📝 Enhancement Note: The hybrid work arrangement and flexible work schedule contribute to a positive work-life balance, allowing Customer Support Specialists to maintain a healthy lifestyle while providing exceptional customer support.

📄 Application & Technical Interview Process

Interview Process:

Application Review: The hiring team will review your application, focusing on your relevant experience, skills, and achievements in customer support or a related field.
Phone/Video Screen: A brief phone or video call to discuss your application, assess your communication skills, and ensure cultural fit.
Customer Support Simulation: A practical exercise or role-play scenario to evaluate your problem-solving skills, customer support techniques, and ability to handle challenging customer interactions.
Final Interview: A meeting with the Customer Support Team Lead or other key stakeholders to discuss your application, answer any questions, and make a final hiring decision.

Portfolio Review Tips:

Highlight successful customer interactions, problem-solving scenarios, or customer service projects that demonstrate your ability to provide exceptional customer support.
Showcase any relevant certifications or training in customer service, communication, or a related field.
Be prepared to discuss customer service metrics, performance tracking, and process improvement initiatives from previous roles.

Technical Challenge Preparation:

Familiarize yourself with the CityBee platform and mobility services offered by Modus Mobility.
Brush up on your customer support skills, including active listening, effective communication, and problem-solving techniques.
Prepare examples of successful customer interactions, problem-solving scenarios, or customer service projects that demonstrate your ability to provide exceptional customer support.

ATS Keywords: (Organized by category)

Customer Support: Customer Service, Customer Support, Customer Care, Customer Experience, Customer Interaction, Customer Satisfaction, Customer Retention
Communication Skills: Communication, Verbal Communication, Written Communication, Active Listening, Effective Communication, Clear Communication
Problem-Solving: Problem-Solving, Troubleshooting, Issue Resolution, Customer Issue Resolution, Customer Problem Resolution
Organizational Skills: Organization, Time Management, Prioritization, Multitasking, Attention to Detail, Task Management
Language Skills: Latvian, English, Russian (optional)
Customer Service Metrics: Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), Average Handling Time (AHT), First Contact Resolution (FCR), Customer Effort Score (CES)
Customer Service Platforms: Intercom, Zendesk, Freshdesk, Salesforce Service Cloud, Zendesk Chat, Zendesk Support

📝 Enhancement Note: The interview process for this role focuses on assessing the candidate's communication skills, problem-solving abilities, and cultural fit within the Modus Mobility team. Familiarity with customer support metrics and platforms will be beneficial but not strictly required.

🛠 Technology Stack & Web Infrastructure

Customer Support Platforms: Modus Mobility uses various customer support platforms, including Intercom, Zendesk, or other similar tools to manage customer interactions and provide exceptional customer support.

Communication Tools: The team uses email, chat, phone, and other communication channels to engage with customers and provide support.

📝 Enhancement Note: While specific technology stacks and tools may vary, a strong foundation in customer support principles, communication skills, and problem-solving techniques will be essential for success in this role.

👥 Team Culture & Values

Customer Support Values:

Customer-First: Modus Mobility prioritizes the customer experience above all else, ensuring that every interaction is focused on meeting the customer's needs and exceeding expectations.
Proactive Problem-Solving: The team is encouraged to anticipate customer needs, identify potential issues, and proactively address them before they arise.
Continuous Improvement: Modus Mobility values a culture of continuous improvement, with a focus on refining processes, enhancing customer support techniques, and adopting new technologies to better serve customers.
Collaboration: The team works closely together, sharing knowledge, and supporting one another to ensure a seamless customer experience.

Collaboration Style:

Cross-Functional Collaboration: The customer support team works closely with other departments, including marketing, sales, and operations, to ensure a consistent and positive customer experience across all touchpoints.
Peer-to-Peer Learning: Team members are encouraged to share their knowledge, experiences, and best practices with one another to foster a culture of continuous learning and improvement.
Regular Feedback: The team provides regular feedback to one another, as well as to customers, to ensure that everyone is aligned and working towards the same goals.

📝 Enhancement Note: Modus Mobility's customer support culture emphasizes a strong customer focus, proactive problem-solving, continuous improvement, and collaboration, providing an ideal environment for customer support professionals seeking to make a significant impact.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Customer Expectations: Managing customer expectations in a fast-paced, dynamic environment, ensuring that customers feel valued and supported throughout their interaction with CityBee Latvia.
Issue Resolution: Identifying and resolving complex customer issues, often under time constraints and with limited information.
Volume Management: Handling a high volume of customer interactions efficiently and effectively, prioritizing tasks, and managing time effectively.
Adaptability: Adapting to new customer support platforms, tools, and processes as the company evolves and adopts new technologies.

Learning & Development Opportunities:

Customer Service Training: Modus Mobility offers training and development opportunities to help Customer Support Specialists enhance their skills and advance their careers.
Conferences & Events: Attend industry conferences, workshops, and events to stay up-to-date with the latest trends and best practices in customer support and mobility services.
Mentorship & Coaching: Seek mentorship and coaching opportunities from experienced team members or industry professionals to gain insights and guidance on career development and growth.

📝 Enhancement Note: Customer Support Specialists at Modus Mobility will face various challenges, but with a strong customer focus, proactive problem-solving, and a commitment to continuous learning and improvement, they can overcome these obstacles and achieve success in their roles.

💡 Interview Preparation

Technical Questions:

Customer Support Scenarios: Prepare for behavioral and situational interview questions that focus on your ability to handle challenging customer interactions, resolve complex issues, and provide exceptional customer support.
Customer Service Metrics: Be prepared to discuss customer service metrics, performance tracking, and process improvement initiatives from previous roles.
Problem-Solving Techniques: Brush up on your problem-solving skills and be prepared to discuss your approach to identifying, analyzing, and resolving customer issues.

Company & Culture Questions:

Company Culture: Research Modus Mobility's company culture and values, and be prepared to discuss how you align with the organization's focus on customer support, collaboration, and continuous improvement.
Customer Experience: Prepare to discuss your understanding of the customer experience and how you would contribute to enhancing the overall customer journey with CityBee Latvia.
Team Dynamics: Familiarize yourself with the customer support team's structure and dynamics, and be prepared to discuss how you would collaborate and contribute to a positive and productive work environment.

Portfolio Presentation Strategy:

Customer Support Portfolio: Prepare a portfolio that showcases your successful customer interactions, problem-solving scenarios, or customer service projects, highlighting your ability to provide exceptional customer support.
Customer Service Metrics: Be prepared to discuss customer service metrics, performance tracking, and process improvement initiatives from previous roles, demonstrating your commitment to continuous improvement and data-driven decision-making.
Customer-Centric Mindset: Emphasize your customer-centric mindset and commitment to providing exceptional customer support, ensuring that every interaction is focused on meeting the customer's needs and exceeding expectations.

📝 Enhancement Note: Interview preparation for this role should focus on demonstrating strong communication skills, problem-solving abilities, and a customer-centric mindset. Familiarity with customer support metrics, platforms, and best practices will be beneficial but not strictly required.

📌 Application Steps

To apply for the CityBee Latvia Customer Support Specialist (Full time) position at Modus Mobility:

Submit Your Application: Visit the application link provided and submit your application, including a well-structured resume and any relevant portfolio materials.
Customize Your Portfolio: Tailor your portfolio to highlight successful customer interactions, problem-solving scenarios, or customer service projects that demonstrate your ability to provide exceptional customer support.
Optimize Your Resume: Ensure your resume is optimized for web technology roles, with a focus on relevant experience, skills, and achievements in customer support or a related field.
Prepare for Technical Interviews: Brush up on your customer support skills, problem-solving techniques, and be prepared to discuss your approach to customer service, metrics, and process improvement.
Research the Company: Familiarize yourself with Modus Mobility's company culture, values, and mobility services, ensuring that you align with the organization's focus on customer support, collaboration, and continuous improvement.

⚠️ 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 Latvia Customer Support Specialist (Full time)