Customer Support Specialist

Ready to bridge the gap between our customers, our product, and the future of AI-powered support? Hi, we're the Agileday Customer Success team. We're looking for a Customer Support Specialist to help our customers thrive on the AI operating platform for professional services. Agileday is where people, skills, staffing, and financials connect in real-time, and support is at the heart of how we ensure that connection remains seamless. AI is deeply embedded in Agileday from intelligent staffing to agent-driven workflows. As our Customer Support Specialist, you are a key driver of platform adoption and user success. This role is mission-critical for ensuring that every Agileday user gains maximum value from the platform and enjoys the best possible user experience while helping us evolve how AI and humans work together to solve problems. The role and the team around you You'll join Agileday's Customer Success team, sitting at the intersection of customer onboarding, customer growth, and product development. You will be the voice of our customers, translating their needs into technical clarity for our developers and turning technical fixes into simple, actionable guidance for users. This is a role for someone who loves to build all the time improving Customer Experience. You'll own customer issue flow end-to-end, build and manage our AI-driven support through Intercom Fin, and help shape the patterns of how we deliver world-class support in a fast-growing SaaS environment. What you'll work on Architect the support experience: Champion Intercom as our primary engine for customer success, designing and managing its setup to serve our customers with precision and speed. Master Intercom Fin: Take full ownership of our AI-driven support, engineering rules and flows that empower our AI agents to deliver solid 24/7 support and a continuously rising First Time Resolution rate. T roubleshoot and translate: Drive technical clarity by isolating complex issues into clear reproduction steps for developers, ensuring customers feel heard and informed through every step of the resolution. Shape proactive enablement: Identify deep customer friction patterns and build high-impact help center materials or proactive flows that eliminate hurdles before they impact the user. Build technical bridges: Leverage your understanding of software - from front-end basics to REST APIs - to investigate failures and ensure our platform remains a seamless hub for business operations. You'll thrive in this role if you: Are a proactive owner: You don't wait for instructions; you see a path to better value and you take it, managing outcomes from the first interaction to final success. Bring sharp analytical judgment: You enjoy the "hunt" for a root cause and use data-driven insights to solve complex problems in ambiguous situations. Possess a value-creation mindset: You naturally spot when a customer could gain more from the platform and guide them toward the features that will drive their growth. Prioritize ruthlessly for impact: You can balance live support needs with long-term strategic projects that move the needle for our users and our business. Have a sales mindset: You to spot when a customer could benefit from a feature they aren't using yet. Understand professional services concepts: You know exactly what concepts like staffing or billing mean, or are eager to learn them deeply. Are excited about AI: You want to be part of a team that stays at the forefront of how AI evolves the way we work. Nice-to-haves Finnish and other languages such as Polish, Swedish, Norwegian or Spanish Experience with most common business applications in the Professional Services domain: CRMs, Finance Systems, HRM & Talent Acquisition solutions, Project Management & ITSM solutions Experience with customer success/health metrics tools (churn/adoption tracking) About Agileday We launched Agileday in 2023 to help professional services companies bring their people, sales, staffing, skills