We're hiring: Customer Support Specialist 🦄

At HeyReach, we're looking for an enthusiastic Customer Support Specialist to join our growing team at our office in Skopje, Macedonia. We’re a fast-growing startup with an exceptionally high customer satisfaction score, and we believe YOU can help us maintain and surpass that success.

📝 Required qualifications:

• Excellent command of English (both written and spoken).
• 2+ years of experience in a Customer Support role within the SaaS or Tech industry.
• Familiarity with LinkedIn and premium tools such as Sales Navigator or LinkedIn Recruiter.
• Hands-on experience with support platforms like Intercom, Zendesk, or HubSpot.
• Adaptability to work in a fast-moving startup environment.
• Empathy and clear communication in dealing with customer issues.
• Technical curiosity and persistence when resolving complex requests.
• Ability to complete tasks quickly while meeting deadlines.
• A proactive mindset and a desire to drive positive change within the team.
• Willingness to work in rotating shifts (Morning: 08:00–16:00 | Evening: 16:00–00:00).

🏀 Role and responsibilities:

• Communicate with users across multiple channels (Live Chat, Email, Slack, WhatsApp).
• Host Google Meet calls with VIP clients to offer personalized support.
• Configure AI and rule-based bots as the product evolves.
• Create tickets and document technical irregularities.
• Work closely with our Dev and QA teams to resolve technical issues.
• Ensure timely resolution of customer requests.
• Gather customer feedback and monitor product satisfaction.
• Maintain and update Help Center articles and support documentation.

😍 What our training includes:

• Mentorship from a Customer Experience lead with 5+ years of experience.
• Training from a LinkedIn expert to sharpen your platform knowledge.
• Access to SOPs that outline all major support processes.
• Shadowing sessions to get you up to speed on real workflows.
• Clear KPIs to track your performance and growth.
• Weekly feedback and check-in meetings to support your development.

Why You’ll Love Working at HeyReach:

At HeyReach, we’re building something truly special. We’re helping businesses automate and scale their LinkedIn outreach to reach more leads, have more conversations, and ultimately book more meetings. In just under two years, we’ve grown to $5M+ in ARR, and we’re just getting started.

🦄 What Makes Us Different:

• We secured $500,000 in the largest pre-seed investment in Macedonia (October 2021)
• We successfully pivoted from Howitzer (a Reddit marketing tool) to HeyReach
• We became the #1 best-selling product on AppSumo, generating $400K in just 7 days
• We achieved $5M+ ARR in just 22 months, showing impressive growth
• Our community has grown to 7,650+ users, with a thriving Facebook group of 2,500+ members

📤 Please submit your CVs (no cover letters) to [email protected], and I will reach out if we'd like to schedule an interview and continue further. 💜