📍 Job Overview

Job Title: Customer Support Specialist - Brno
Company: ROI Hunter
Location: Brno, Czech Republic
Job Type: Hybrid (On-site & Remote)
Category: Customer Support
Date Posted: June 11, 2025
Experience Level: Entry to Mid-Level (0-2 years)
Remote Status: Hybrid (Brno-based)

🚀 Role Summary

Act as the primary point of contact for clients, assisting with marketing and technical issues via Intercom and other communication channels.
Collaborate with product managers to discuss and process client feedback, and report any discovered issues.
Contribute to continuous improvement efforts by sharing ideas and new learnings.
Provide excellent customer support while maintaining a positive and professional attitude.

📝 Enhancement Note: This role requires strong communication skills, patience, and empathy, as well as a basic understanding of marketing and technical concepts. The ideal candidate will be enthusiastic about support and eager to learn and grow in the role.

💻 Primary Responsibilities

Client Communication: Handle client inquiries and support requests via Intercom, chat, and email, ensuring timely and accurate resolution.
Issue Resolution: Troubleshoot and resolve marketing and technical issues within the platform, collaborating with internal teams as needed.
Feedback Processing: Collect, document, and communicate client feedback to product managers, contributing to product improvement.
Continuous Improvement: Share ideas and learnings to enhance support processes and platform functionality.
Documentation: Maintain up-to-date documentation and knowledge base articles to improve self-service resources and support efficiency.

📝 Enhancement Note: This role requires strong problem-solving skills, attention to detail, and the ability to work independently and in a team environment. The ideal candidate will be proactive, self-driven, and committed to delivering excellent customer support.

🎓 Skills & Qualifications

Education: A relevant bachelor's degree or equivalent experience in customer support, marketing, or a related field.

Experience: Proven experience in customer support, ideally within a tech or marketing environment. Entry-level candidates with relevant skills and enthusiasm are also encouraged to apply.

Required Skills:

Fluent English communication skills (written and verbal)
Strong problem-solving skills and a knack for learning new technologies
Basic understanding of Meta and/or Google Ads
Familiarity with SQL, internet browser development tools, and APIs
Excellent communication, patience, and empathy
Self-starter attitude with a commitment to delivering high-quality support

Preferred Skills:

Experience with Intercom or similar customer support platforms
Familiarity with Agile methodologies and project management tools
Knowledge of e-commerce and digital marketing trends
Basic understanding of web development and server administration concepts

📝 Enhancement Note: While a background in marketing or tech is preferred, the most important qualities for this role are strong communication skills, a passion for customer support, and a willingness to learn and adapt in a dynamic environment.

📊 Web Portfolio & Project Requirements (N/A)

Note: This role does not require a web portfolio or project requirements as it is not a web development or server administration position.

💵 Compensation & Benefits

Salary Range: The salary range for this role is estimated to be between 35,000 CZK and 45,000 CZK per year (gross), based on industry standards and regional cost of living. However, the actual salary may vary depending on experience and qualifications.

Benefits:

Quarterly performance bonus or commission
25 days of holiday
3 paid sick days per year
Work from home allowance
Multisport card contribution
Free massage or physiotherapy appointment once per month
Company-wide education budget for personal development
Company and team events (online & offline)

Working Hours: Full-time position with standard working hours, Monday to Friday, 9:00 AM to 5:00 PM (CET). Flexible working hours and remote work options are available.

📝 Enhancement Note: The salary range provided is an estimate based on market research and may vary depending on the candidate's experience and qualifications. The benefits package is designed to support work-life balance and employee well-being.

🎯 Team & Company Context

🏢 Company Culture

Industry: ROI Hunter is a tech startup specializing in digital marketing and e-commerce, operating worldwide and supporting major retailers like Adidas, Boohoo, M&S, River Island, and Farfetch.

Company Size: With over 90 Hunters across 4 continents and 20 nationalities, ROI Hunter offers a diverse and inclusive work environment.

Founded: 2012, in Brno, Czech Republic

Team Structure:

Customer Support Team: Responsible for assisting clients with marketing and technical issues within the platform.
Product Management Team: Collaborates with the support team to process and implement client feedback and product improvements.
Marketing and Sales Teams: Promotes the platform and its features to potential and existing clients.
Tech and Development Teams: Maintains and enhances the platform's functionality and performance.

Development Methodology: ROI Hunter follows Agile methodologies, with a focus on continuous improvement, collaboration, and delivering value to clients.

Company Website: roihunter.com

📝 Enhancement Note: ROI Hunter's culture emphasizes autonomy, learning, openness, and supporting each other. The company values collaboration, feedback, and personal growth, creating a dynamic and engaging work environment.

📈 Career & Growth Analysis

Customer Support Specialist Career Level: This role is an entry to mid-level position, offering an excellent opportunity for candidates to gain experience in customer support and develop their skills in a dynamic and growing company.

Reporting Structure: The Customer Support Specialist reports directly to the Customer Support Team Leader and works closely with product managers, marketing, and sales teams.

Technical Impact: This role has a direct impact on client satisfaction and platform adoption. By providing excellent support and contributing to product improvement, the Customer Support Specialist helps drive the company's success.

Growth Opportunities:

Career Progression: With experience and strong performance, Customer Support Specialists can progress to Team Leader or other management roles within the support team or broader organization.
Skill Development: The role offers opportunities to develop skills in customer support, marketing, and product management, as well as exposure to emerging technologies and trends in digital marketing.
Leadership Potential: Strong performers may have the opportunity to take on leadership responsibilities within the support team or mentor new team members.

📝 Enhancement Note: ROI Hunter's growth-focused culture and commitment to employee development provide ample opportunities for Customer Support Specialists to advance their careers and take on new challenges.

🌐 Work Environment

Office Type: Hybrid work environment, with an office located in Brno, Czech Republic, and remote work options available.

Office Location(s): Brno, Czech Republic

Workspace Context:

Collaborative Environment: The office features open-plan workspaces, encouraging collaboration and communication among team members.
Modern Facilities: The office is equipped with ergonomic furniture, multiple monitors, and high-speed internet access to support productive work.
Flexible Work Arrangements: Hybrid work arrangements allow team members to balance their work and personal lives effectively.

Work Schedule: Full-time position with standard working hours, Monday to Friday, 9:00 AM to 5:00 PM (CET). Flexible working hours and remote work options are available.

📝 Enhancement Note: ROI Hunter's hybrid work environment fosters collaboration and communication while offering the flexibility to work from home when needed.

📄 Application & Technical Interview Process

Interview Process:

Answer Questionnaire: Complete a questionnaire when submitting your CV to assess your fit for the role and company culture.
Short Call with Recruiter Simon: A brief call to discuss your application, answer any questions, and provide additional information about the role and company.
Homework: A practical assignment to demonstrate your learning skills and a short video presentation showcasing your communication and presentation skills.
Interview with Recruiter, Team Leader, and Manager: A comprehensive interview to assess your technical skills, cultural fit, and alignment with the company's values.
Team Meeting: An opportunity to meet the team and discuss your fit within the support team dynamics.
Get the Offer: If successful, you will receive an offer outlining the terms and conditions of employment.

Portfolio Review Tips (N/A)

Technical Challenge Preparation (N/A)

ATS Keywords: Customer Support, Technical Support, Marketing Support, Intercom, SQL, APIs, Google Ads, Meta Ads, Problem Solving, Communication, Empathy, Patience, Self-Starter, Learning, Collaboration, Feedback, Agile, Product Management, Digital Marketing, E-commerce, Customer Satisfaction, Client Relationships, Support Ticket Management, Issue Resolution, Knowledge Base, Documentation, Customer Feedback, Continuous Improvement, Teamwork, Collaboration Tools, Project Management, Remote Work, Hybrid Work, Work-Life Balance

📝 Enhancement Note: The interview process is designed to assess the candidate's technical skills, cultural fit, and alignment with the company's values. The practical assignment and video presentation provide an opportunity to demonstrate your communication and problem-solving skills in a real-world context.

🛠 Technology Stack & Web Infrastructure (N/A)

Note: This role does not require a specific technology stack or web infrastructure knowledge as it is not a web development or server administration position.

👥 Team Culture & Values

Customer Support Values:

Excellence: Strive for exceptional customer support, always going the extra mile to ensure client satisfaction.
Empathy: Understand and share the feelings of clients, demonstrating genuine care and concern for their needs and challenges.
Patience: Maintain a calm and composed demeanor when handling difficult or complex client issues.
Continuous Learning: Stay up-to-date with the latest marketing trends, platform updates, and best practices in customer support.

Collaboration Style:

Cross-Functional Integration: Work closely with product managers, marketing, and sales teams to ensure client feedback is addressed and platform improvements are implemented.
Code Review Culture: Collaborate with team members to review and improve support processes, documentation, and knowledge base articles.
Knowledge Sharing: Share insights, learnings, and best practices with the team to enhance overall support quality and efficiency.

📝 Enhancement Note: ROI Hunter's customer support team values excellence, empathy, patience, and continuous learning, fostering a collaborative and supportive work environment.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Platform Familiarization: Quickly learn and become proficient in using the platform and its various features to provide effective support to clients.
Issue Resolution: Troubleshoot and resolve complex marketing and technical issues, often working with internal teams to identify and implement solutions.
Client Communication: Effectively communicate with clients from diverse backgrounds and industries, tailoring support to their unique needs and preferences.
Feedback Processing: Analyze and interpret client feedback, identifying trends, patterns, and opportunities for platform improvement.

Learning & Development Opportunities:

Product Training: Attend regular product training sessions to stay up-to-date with platform updates, new features, and best practices in customer support.
Conferences & Certifications: Participate in industry conferences, webinars, and certifications to expand your knowledge and skills in digital marketing, customer support, and related fields.
Mentorship: Seek guidance and mentorship from experienced team members to develop your skills and advance your career within the support team or broader organization.

📝 Enhancement Note: ROI Hunter's dynamic and growing environment presents numerous challenges and opportunities for Customer Support Specialists to develop their skills, advance their careers, and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Platform Familiarization: Demonstrate your ability to quickly learn and navigate the platform, identifying key features and functionality relevant to client support.
Issue Resolution: Walkthrough your approach to troubleshooting and resolving complex marketing and technical issues, highlighting your problem-solving skills and attention to detail.
Client Communication: Share examples of effective client communication, showcasing your ability to empathize, listen, and respond to client needs and concerns.

Company & Culture Questions:

Company Values: Explain how your personal values align with ROI Hunter's company culture and how you would contribute to maintaining a positive and supportive work environment.
Customer Support Best Practices: Discuss your understanding of customer support best practices, highlighting your commitment to delivering exceptional client experiences.
Teamwork & Collaboration: Describe your approach to teamwork and collaboration, emphasizing your ability to work effectively with diverse teams and stakeholders.

Portfolio Presentation Strategy (N/A)

📝 Enhancement Note: The interview process is designed to assess the candidate's technical skills, cultural fit, and alignment with the company's values. By preparing for technical and company-specific questions, candidates can demonstrate their understanding of the role and commitment to ROI Hunter's success.

📌 Application Steps

To apply for this Customer Support Specialist position:

Answer the questionnaire when submitting your CV to assess your fit for the role and company culture.
Prepare for and complete a short call with Recruiter Simon to discuss your application and provide additional information about the role and company.
Complete the practical assignment and record a short video presentation showcasing your communication and presentation skills.
Prepare for and participate in interviews with the Recruiter, Team Leader, and Manager, demonstrating your technical skills, cultural fit, and alignment with the company's values.
Attend the team meeting to discuss your fit within the support team dynamics and address any remaining questions or concerns.
If successful, accept the offer and join the ROI Hunter team as a Customer Support Specialist.

⚠️ 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.

Customer Support Specialist - Brno