Customer Support Specialist - PDF Expert team

Readdle is a pioneering force in the personal productivity space on Apple devices, having shaped the landscape since 2007. Our mission is to empower individuals and teams with innovative technology, enhancing their efficiency and creativity. We are dedicated to crafting exceptional mobile and desktop experiences for those who aspire to achieve more.

"PDF Expert is the lightweight, powerful viewer your Mac needs" - Cult of Mac "Goodbye Preview, hello affordable PDF editing on Mac." - MacWorld "One of the best apps to handle or edit PDFs on your Mac." - Beautiful Pixels PDF Expert Support Specialist is a liaison between customers sharing their experience and expectations about the product and the developers who are open to feedback and are continuously working on bringing the improvements and innovation into the app. We are looking for a person who is keen about productivity products, enthusiastic about talking to customers and is able to read between the lines. The job is a great opportunity to learn about the development process of apps, to gain knowledge about different factors influencing the quality and rating of a product. Continuous communication with mostly English-speaking customers will be useful to enrich communication and writing skills. Customer Support Team Working Schedule We have a full-time schedule. Each team member has 5 workdays and two days off per week. As our schedule provides 7 days/week coverage, our team divides into two crews. One part of the team works from Tuesday through Saturday and the other one from Sunday through Thursday.

On Monday through Friday our team works in two shifts:

Day shift: 9:00 - 18:00 (10:00 -19:00) - 9 hours including paid 60 minutes lunch;

• Afternoon shift: 15:00 - 23:00 - 8 hours without lunch.
• On Saturday and Sunday, we work on day shifts only - 9:00 to 18:00 (10:00 -19:00).

Each employee has 2-3 afternoon shifts during working days. Our work schedule is fixed, It means that our employees work the same shift every week. Nevertheless, there is a necessity to rotate day and afternoon shifts between the teammates once or twice a year taking into account product updates, workload, seasonality, etc. Please note that Customer Support Team works on Ukrainian Holidays. We have an additional 9-10 days-off (equal to the number of public holidays in a given year) instead.

Here is an example of the current schedule for clarity:

Sun: 9:00 - 18:00 Mon: 9:00 - 18:00 Tue: 9:00 - 18:00 Wed: 15:00 - 23:00 Thu: 15:00 - 23:00 Fri: day-off Sat: day-off

Responsibilities:

• Provide excellent customer service through email and be ready to assist 40-60 users per day.
• Report and escalate requests to Quality Assurance and Development teams in order to improve the overall quality of Readdle products.
• Prepare product overview by collecting and analyzing customers' needs, user experience, and the workflow.
• Contribute to team efforts to maintain the quality of Readdle products.
• Develop and maintain in-depth product knowledge and be on top of industry trends to provide top class service.
• Keep our end-user product documentation up to date.

Requirements:

Fluent English.

• Excellent problem-solving skills.
• Advanced business communication skills.
• Ability to work according to a flexible schedule.
• The persistent interest in software is a plus.
• Geeks are welcome ;)

Extra:

• French, Spanish, Italian, German, Chinese or Japanese language knowledge is a plus.
• Professional experience on a relevant position (Customer Support) is a plus.

What you will get at Readdle:

Customer-centric culture. We put our users at the heart of everything we do. Every team member has the opportunity to engage directly with customers, gaining insights that shape meaningful, delightful experiences for millions worldwide. Relentless growth. We’re committed to mastery in our craft. We take ownership of our work, decisions, and outcomes, and we see feedback as a catalyst for growth. Every challenge is an opportunity to learn, evolve, and raise the bar. Exceptional people, exceptional team. Our greatest strength is our people. We care deeply about each other, work transparently, and celebrate collective success. Together, we build an environment where everyone can do their best work and grow beyond their potential. Real impact. We design products that truly matter. Our focus is on delivering tangible value, simplifying complexity, pushing boundaries, and continuously improving how we build and deliver solutions to our users. Culture of innovation. We embrace curiosity and creativity in everything we do. Fresh ideas are not just welcomed, they’re expected, celebrated, and turned into real innovations that shape the future of our products and company.