Customer Support Specialist

Who We Are ?

Ubeya is the workforce management platform behind some of the world’s biggest moments. From Wembley Stadium to Wimbledon, Emirates to Johan Cruyff Arena, when tens of thousands of people show up, Ubeya makes sure everything runs smoothly behind the scenes. We’re a fast-growing B2B2C SaaS company helping global enterprises and staffing agencies plan, manage, and pay large, dynamic workforces with ease. Our platform is used every single day to keep operations agile, teams empowered, and businesses ready to scale.

Ubeya, huh? The name is inspired by the Japanese concept of the "Great Room", a space where people come together to solve problems and tackle urgent matters. Collaboration and efficiency are at the heart of everything we do.

Our team builds technology with real-world impact, tackling complex challenges at scale, and turning ideas into solutions that make a difference for thousands of users worldwide.

About the Role

We are looking for a Customer Support Specialist to join our growing team and serve as a trusted partner for our customers. We're looking for someone who combines outstanding customer-facing skills with a strong technical mindset. Someone who learns fast, adapts quickly, and enjoys understanding how systems work. This is not a script-based support role - we're looking for a proactive problem solver who takes ownership, thinks independently, and is always looking for better ways to help customers succeed.

You will work directly with customers, help them get the most out of the platform, troubleshoot issues, provide training and guidance, and become a product expert who can confidently support organizations of all sizes. You'll also play an active role in improving internal processes, sharing knowledge with teammates, and helping shape the customer experience as we continue to grow.

Requirements:

• Excellent written and verbal communication skills in English.
• Strong customer-facing skills with the confidence to lead conversations, training sessions, and problem-solving discussions.
• Fast learner with a technical mindset and the ability to quickly understand complex systems and workflows.
• Self-motivated, proactive, and comfortable working independently while collaborating effectively with a team.
• Strong problem-solving skills, attention to detail, and the ability to manage multiple priorities in a fast-paced environment.
• Ability to perform under pressure while maintaining a positive, customer-focused attitude.
• Experience working in a SaaS environment required; startup or high-growth company experience is an advantage.
• Working Hours: Flexible shift-based role supporting a 24/7 customer operation, including evenings, nights, weekends, and holidays, in accordance with local labor regulations.

Responsibilities:

• Serve as a primary point of contact for customers via email, chat, phone, and Zoom.
• Troubleshoot product issues, provide guidance and training, and help customers get the most out of the platform.
• Quickly develop deep product knowledge and become a trusted advisor for customers.
• Manage customer requests from investigation through resolution, escalating when needed.
• Collaborate closely with Customer Success, Product, Operations, and Support teams.
• Document knowledge, share best practices, and contribute to process improvements.
• Identify opportunities to improve customer experience and internal workflows.