Customer Support Specialist

Building and growing products for curious, ambitious people who want to learn and keep getting better. Wanna join the tribe?

Deepstash is a micro-learning platform with millions of users consuming bite-sized insights on everything from psychology to productivity. Paladin teaches history through interactive, narrative-driven experiences . Protocol focuses on longevity and personal optimization , helping people make better decisions for their long-term performance. Empirio makes finance, strategy, and business thinking fast, practical, and actually useful. Dilemmo sharpens decision-making through short, thought-provoking moral and real-life dilemmas

Together, our products serve over 10 million users worldwide .

Behind them is an awesome 60+ person team based in Bucharest , led by repeat founders who've already built and successfully exited a global product company, but somehow decided to do it all over again. Bigger, better, even more fun this time.

We're a fast-growing consumer scaleup with strong unit economics and a proven ability to build, launch, and scale multiple products in parallel

• fast, deliberately, and without unnecessary ceremony. Our current focus is on scaling what already works, expanding the product portfolio with the same core DNA, and strengthening the systems that let us move lightning-fast without breaking (too much) stuff.

This tends to be a great place and time for people who are comfortable making decisions, owning the outcome, and don't need a committee to get good work out the door. Here is how you would fit in:

How We Support Our Users

• Real people, not scripts: Our users are curious, opinionated, and often mid-learning-streak when something breaks. They deserve an answer that sounds like it came from a human who actually cares, not a canned macro
• Speed with judgement: Fast replies matter, but a fast wrong answer is worse than a slightly slower right one
• Trust is the job: You'll be handling real people's problems, some of them sensitive. We need someone who treats that with care and good judgement
• Feedback is product fuel: Every ticket is a signal. We treat support as an early-warning system for product and a direct line to what millions of users actually think
• AI-native support: We use AI to triage, draft, and speed up repetitive work, your job is judgement, tone, and the cases that actually need a human
• Ship and learn: We'd rather fix the root cause fast than let the same ticket repeat itself for a quarter

The Role

This is a customer support role for someone who genuinely likes solving other people's problems and can be trusted to use good judgement, not just follow a script.

You'll be the first, and often only, human touchpoint for users of Deepstash, and as you grow, our other apps: Paladin, Protocol, Empirio, and Dilemmo. Your job isn't just to close tickets. It's to understand what's actually going wrong, handle it fairly and sensibly, escalate what you genuinely can't solve, and make sure the same issue doesn't come back next week.

You'll be trained on our products, our tools, and our process, but we won't be able to script out every possible scenario for you. We're looking for someone who can handle a bit of ambiguity, not someone who needs a flowchart for every message.

A typical week might include:

• Answering user questions and issues across email, in-app chat, and app store reviews
• Handling account and subscription issues fairly and sensibly, and knowing when something needs a second opinion
• Using AI tools to triage, draft, and speed up first-response times, while making sure the final answer actually sounds like you
• Digging into bugs and account problems until you find the real cause, not just a workaround
• Spotting patterns across tickets and flagging them to product before they become bigger problems
• Keeping our help center and canned responses sharp, current, and actually useful
• Working with product and engineering on fixes, and closing the loop with users once something ships

What We're Looking For

Must-haves:

• Sound judgement: you can be trusted with sensitive situations, and you know when to make a call yourself versus when to ask
• Strong written English: clear, warm, and precise, not corporate-sounding and not copy-pasted
• Genuine empathy paired with a problem-solving instinct: you want to understand the issue, not just close the ticket
• AI fluency: you already use AI tools to work faster and see them as essential, not optional
• Comfort with ambiguity: you can handle a weird edge case without waiting for someone to write you a script
• Learning velocity: you absorb feedback fast, and your tenth ticket is visibly better handled than your first
• Resilience to direct feedback: our team is straight-shooting and we expect you to be too
• Reliability: users are counting on someone actually being there, and so are we

Strong signals:

• You've had real responsibility somewhere before, money, access, or people relying on you, not just a queue of tickets to clear
• French or Spanish, even at a conversational level (real plus, not a requirement)
• You're already a Deepstash, Paladin, Protocol, Empirio, or Dilemmo user and have opinions about the experience
• You've used AI tools to handle repetitive work and free yourself up for the harder cases
• You notice patterns, in complaints, in behavior, in what people actually mean versus what they type

You don't need:

• A background in a specific industry or vertical
• Years of call center experience: we care about judgement, not headset hours
• Perfect, polished corporate phrasing, we want you to sound like a person
• Deep technical knowledge on day one, we'll train you on the product and tools

What You Get

• Direct exposure to millions of real users and their unfiltered feedback
• A real seat at the table with product and engineering, your input shapes what gets built next
• Cutting-edge AI tools integrated into your daily workflow
• Flexible hours, hybrid setup (with office days in Bucharest, Romania), competitive salary for the level, with clear room to grow as you skill up

Interested?

Send your CV to [email protected], plus:

1. If we called someone who's worked with you and asked them why you'd be good at this job, what story would they tell us?
2. What's one support experience (from any company, as a customer) that actually stuck with you, good or bad, and what did it tell you about how that company treats people?
3. How do you currently use AI tools in your day-to-day work, if at all?

We care about how you think and how you handle responsibility, not where you've worked before.

We're looking to fill this role quickly. If this sounds like you, apply now, we're actively reviewing applications and moving fast with the right person.