Senior Support Specialist

Description As a Senior Support Specialist at Nagish, you will be the first point of contact for users, ensuring exceptional support and accessibility for the Deaf and hard-of-hearing community. With a focus on unreasonable hospitality, you’ll communicate with empathy, prioritize user needs, and go above and beyond to deliver a seamless, positive experience, consistently exceeding expectations.

On a day-to-day, you will:

• Respond to customer inquiries via Intercom, chat, email, and other support channels with professionalism, warmth, and care.
• Troubleshoot and resolve technical issues while ensuring users feel seen, valued, and supported.
• Educate users on how to best utilize Nagish’s services, empowering them to communicate seamlessly.
• Track and document customer interactions to identify common challenges and areas for improvement.
• Work closely with the Product and Engineering teams to relay user feedback and contribute to product enhancements.

Requirements 3+ years of proven experience in customer support, preferably in telecommunications.

• Fluency in English both written and spoken
• Strong written communication skills, with an ability to explain technical concepts clearly and concisely.
• Proficiency in support and project management tools such as Intercom, Mixpanel, Linear, Monday.com, Asana - a must
• A problem-solving mindset with the ability to multi-task.
• Strong technical orientation with the ability to understand complex technical concepts - A must
• Sunday - Thursday workweek to support coverage needs
• Located in WET/CET/EET time zones
• Valid work authorization in Europe — must

Bonus but not a must:

Proficiency in ASL (American Sign Language) Experience working with the Deaf and Hard of Hearing community Experience in building automation flows

Benefits:

😁 Work on a fulfilling life-changing product (Literally) 🗝️ Join as a key player at an early stage 🏖 Unlimited time off and sick days 👯‍♂️ Annual company get-together

About Us:

• Nagish makes communication accessible for people who are Deaf or hard of hearing.
• Our team is passionate about making the world more accessible using our state-of-the-art tech — made for consumers and enterprises.
• We are backed by some of the best investors out there: Comcast, Techstars, Vertex, Precursor, Contour, Cardumen, and more.