Dandelion Civilization
Customer Support Specialist
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Customer Support Specialist
Company
Dandelion Civilization
Headquarters
Dubai, UAE
Employment Type
Full-time, Remote
Level
Mid
Compensation
Competitive, based on interview results
About the Company
Dandelion Civilization develops an AI-powered platform for talent assessment, employee development, and human capital management. By combining digital simulations, behavioural analytics, and AI, we help organisations make better hiring decisions and build data-driven employee development programmes.
As our international customer base continues to grow, we're expanding our Customer Success & Support team to ensure every client receives an outstanding experience throughout their journey with our platform.
About the Role
We are looking for a Customer Support Specialist who enjoys solving problems, helping people, and delivering an exceptional customer experience.
You will become the primary point of contact for customers using our platform, helping them resolve issues, answering product-related questions, and ensuring they receive timely, professional support.
Beyond resolving support requests, you'll play an important role in identifying recurring customer challenges, sharing product feedback with our Product and Engineering teams, and helping us continuously improve both our platform and customer experience.
Key Responsibilities
- Provide timely, professional support to customers via email, chat, and video calls.
- Investigate and resolve customer issues, escalating complex cases where appropriate.
- Guide customers through platform functionality and best practices.
- Reproduce reported issues and collect the information required by the Product and Engineering teams.
- Maintain accurate records of customer interactions within the support system.
- Monitor customer satisfaction and ensure a consistently high standard of service.
- Identify recurring customer pain points and provide structured feedback to the Product Team.
- Contribute to the development of knowledge base articles, FAQs, and support documentation.
- Work closely with Customer Success, Product, and Engineering to ensure an excellent customer experience.
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What We're Looking For
Experience
- At least 2 years' experience in Customer Support, Customer Success, Technical Support, or a similar customer-facing role.
- Experience supporting B2B SaaS products would be a strong advantage.
- Experience working with enterprise customers is desirable.
- Experience using customer support platforms and CRM systems.
- Experience in HRTech, EdTech, or enterprise software will be considered an advantage.
Skills
- Excellent communication and interpersonal skills.
- Strong problem-solving and analytical thinking.
- Ability to explain technical concepts clearly to non-technical users.
- Strong organisational skills and attention to detail.
- Ability to manage multiple customer requests while maintaining high service quality.
- Experience using support platforms such as Intercom, Zendesk, HubSpot Service Hub, Freshdesk, or similar.
- Ability to collaborate effectively across Product, Engineering, and Customer Success teams.
- Excellent written documentation skills.
AI
Get help with your application
Your very own career expert that helps elevate your application to the next level.
- AI should already be part of your daily workflow.
- We expect you to use tools such as ChatGPT, Claude, Cursor, or similar platforms to improve customer communication, investigate issues, prepare documentation, automate repetitive tasks, and increase your personal productivity.
- Experience building AI-assisted workflows or using AI to enhance customer support processes will be considered a strong advantage.
English
- Exceptional spoken and written English.
- Confident communicating with international customers in a professional and empathetic manner.
Personal Qualities
- Customer-first mindset.
- Empathetic and patient communicator.
- Highly organised and dependable.
- Strong sense of ownership and accountability.
- Curious and eager to learn.
- Calm under pressure and comfortable handling challenging situations.
- Proactive, collaborative, and solution-oriented.
What We Offer
- A fully remote role with the flexibility to work from anywhere.
- An international company headquartered in Dubai.
- The opportunity to work with customers from across Europe and other global markets.
- Direct collaboration with Product, Engineering, and Customer Success teams.
- A chance to influence the evolution of our product through customer feedback.
- Professional development within a fast-growing AI and HRTech company.
- A collaborative environment where initiative, ownership, and continuous improvement are valued.
Selection Process
- Simulation-Based Skill Screening
- Interview with the Hiring Manager
- Practical Customer Support Case
- Final Interview with the Founder
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