Customer Service Specialist
About the role
We are looking for a detail-oriented specialist to handle a distinct category of customer requests that require process precision, regulatory awareness, and strong written communication — rather than deep technical expertise. This includes GDPR and data protection requests, billing and financial inquiries, and financial operations workflows.
The role operates with high ownership and autonomy: you manage your queue end-to-end, own the accuracy of every response, and ensure compliance with internal processes and regulatory requirements.
Responsibilities
• Process GDPR and data subject requests (DSR): account deletion, data export, opt-out, identity verification, and associated documentation.
• Handle billing and financial inquiries: invoice retrieval, payment method issues, billing disputes, and charge reconciliation.
• Manage financial operations workflows: process approvals, escalate anomalies, and maintain accurate records in internal systems.
• Provide basic technical support for account access, console navigation, and common onboarding tasks — escalating deeper issues to support engineers.
• Maintain Jira queues with accurate categorisation, priority, and SLA tracking.
• Build and maintain Jira filters and dashboards for queue visibility and reporting.
• Identify recurring request patterns and flag candidates for automation or self-service.
Requirements
• Experience in customer support, L1 support, or operations — preferably in a SaaS or cloud environment.
• Proficiency with Jira, including filter and dashboard creation.
• Strong attention to detail and comfort working within defined processes.
• Ability to work independently with minimal supervision.
• Proactive mindset: flags gaps, proposes improvements, doesn't wait to be told.
• Strong written English.
Nice to have
• Experience handling GDPR or data subject requests.
• Background in financial operations or billing in a SaaS company.
• Familiarity with CLI tools or basic command-line navigation.
• Experience working alongside engineering or automation teams.