Senior Customer Support & Quality Specialist (NA shift)

We’re the Support team at Surfer! We like people. Yes, even the challenging ones. And when we do our job right, people like us too. So, naturally, we love getting it right.

We believe Customer Experience is a key part of product development — and we’re proud that our support is recognized as one of the things users love most about Surfer.

Our global team, spread across the Philippines, Kenya, and Poland, brings together different perspectives, but we’re all driven by the same goal: to help people succeed. Whether it’s solving tricky problems or simply making someone’s day easier, we approach every conversation with care, curiosity, and a can-do attitude.

What you'll do:

• Be the first point of contact for our users via chat or email — offer guidance, solve problems, and make sure they feel supported.

• Troubleshoot technical issues and provide clear, practical solutions.

• Create and improve documentation — both for users (Knowledge Base) and for the team (internal guides).

• Review AI and teammate conversations, share constructive feedback, and help us maintain high support quality.

• Help build self-service and automation tools as part of our proactive support approach.

• Spot areas for improvement and suggest smarter ways of working.

• Share user feedback with other teams and contribute to product improvements.

• Join onboarding and troubleshooting calls when real-time support is needed.

• Collaborate with other teams on projects like churn prevention, onboarding, and education.

  
  

What makes you a great fit:

• You’re willing to work in NA shift (start around 3pm Poland time)

• 3–5+ years in customer support or success, ideally in SaaS

• Comfortable working with tools like Intercom, Zendesk, HubSpot, Notion

• You’re tech-savvy, logical and have experience with basic web tech (CMSs like WordPress, basic HTML/CSS)

• Your written and spoken English is fluent (C1+)

• You're flexible, thrive in a fast-moving environment, and manage your time independently

• You're not just empathetic — you take ownership and care deeply about the customer experience

• You're proactive, vocal, and not afraid to challenge ideas or propose better ones

• Nice to have: SEO knowledge and QA work (reviewed others' conversations, and given constructive feedback).