OPEN POSITION
Customer Support Specialist
If you want to work in a dynamic SaaS team, solve real business problems, and support a diverse customer base, this might be the perfect job for you!
ABOUT PRODUCTIVE
Productive’s aim is to provide agencies with a complete and real-time overview of their business.
WHO ARE WE LOOKING FOR?
You might already have a perception of a typical customer support role. Generally speaking, your job at Productive will look a little different.
Our customers come to us with questions about how to make Productive work for their business and those questions can range from straightforward product guidance to complex use cases involving workflows, reporting, budgeting, billing, and other parts of their day-to-day operations.
Most of your communication with customers will happen in writing, through live chat. AI helps us handle many of the simpler and more repetitive questions, which means our Support team can focus on cases that require more context, investigation, problem-solving, and human judgment.
Your mission (if you accept it) will revolve around three priorities:
Helping customers solve problems and get the most out of Productive
Testing Productive features, investigating potential bugs, and reporting issues to our Product team
Collecting and documenting feature requests and feedback from customers
This role pays a salary range of:
EUR 1,600 – 2,000 gross for an employment contract
Perks & Benefits:
Remote work, flexible hours, strong work-life balance, and clear opportunities for career growth
More perks and benefits available – check them out here.
ABOUT THE JOB
DAY-TO-DAY RESPONSIBILITIES
Since we have customers from all over the world, we’re looking for someone with top-notch written and spoken English skills (seriously, this is a must). Most of your customer communication will be written, so being able to communicate clearly, naturally, and confidently in English is especially important.
Your working hours are 9 AM – 5 PM, Monday to Friday.
You’ll be:
Responding to customer inquiries and helping customers get the most out of Productive
Investigating complex questions and finding solutions tailored to different customer needs and workflows
Becoming a Productive expert and keeping up with new features and product changes
Handling customer issues and complaints with empathy, professionalism, and ownership
Identifying and reproducing bugs, testing fixes, and reporting findings to our Product team
Collecting and documenting feature requests and customer feedback
Collaborating with Customer Success, Sales, and Product when customer cases require additional expertise
ABOUT YOU
Let’s See If We’re
a Match
You don’t need to know much about Productive before joining us; we’ll teach you all you need to know. What matters more is that you’re curious, proactive, comfortable digging into problems, and motivated to build your knowledge over time.
If you recognize yourself in some of the following characteristics, we’ll be happy to meet you:
You have previous experience in customer support, customer success, sales, or another customer-facing role, ideally in a SaaS or tech environment
You have excellent (C1/C2) English communication skills, both written and verbal
You enjoy investigating problems and figuring things out instead of relying only on predefined instructions
You’re skilled at explaining complicated concepts in easy-to-understand terms
You have the ability to show empathy and stay calm when customers are stressed or upset
You’re proactive, when you don’t know something, your instinct is to ask, research, test, and find the answer
You take ownership of customer issues and follow them through to resolution
You’re comfortable multitasking and prioritizing several conversations or problems at once
You’re interested in understanding how businesses work, not just how a piece of software works
It’s a plus if:
You have experience working with SaaS products or in a more technical customer support environment
You have some understanding of business finances, budgeting, billing, reporting, or profitability
You have experience with software testing or reproducing and reporting bugs
You already use AI tools and are curious about how they can make customer support work better
How To Land This Job
If you think we can meet your expectations and you’re willing to share your experience and knowledge, apply using the form below. Please send us your CV and cover letter (optional).
Curious about what the interview process looks like? Below you’ll find an overview of each stage and what to expect for this role.
If you have any questions, you can contact us by sending an email to careers@productive.io.
***Only applicants with knowledge of Croatian/Serbian/Bosnian will be considered for this position.
01
APPLIED
Every application matters to us. We take the time to go through everything you’ve shared to get a real sense of your background, experience, and how you’d fit into the team and role. You’ll always hear from us, no matter how it goes.
02
PHONE INTERVIEW
A short phone call with someone from our HR team. We’ll talk in English about your background and what brings you to Productive, share more about the role, and give you space to ask your first questions. It’s a chance for both sides to see if we’re the right fit.
03
HR COMPETENCY INTERVIEW
You’ll meet with someone from HR for a deeper conversation about your experiences, values, and way of working. We’ll talk about real situations you’ve been in and how you handled them. It’s our way of getting to know you beyond the CV.
04
LIVE ASSIGNMENT
A practical task you’ll work through in a live, time-boxed session over a video call, built around the kind of challenges you’d face in the role you applied for.
05
PSYCHOLOGICAL TESTING
We use standardized psychological assessments to understand your thinking style, working preferences, and how you approach challenges. These tests give us insight into your personality, decision-making patterns, and potential cultural fit.
06
REFERENCE CHECK
Before your final interview, we’ll ask you to provide us with contact details for two previous colleagues or managers you’ve worked with. We’ll reach out to them to get their perspective on how you work with others, approach challenges, and the value you’ve brought to shared projects.
07
FINAL INTERVIEW
A final interview with HR and the hiring manager of the team you’d be joining. We’ll talk about your experience and how you see yourself in the role, and of course, you’ll have plenty of space to ask anything that will help you make your own decision.
08
OFFER
If everything clicks – great! We’ll send over a detailed offer covering salary, vacation days, and all the perks and benefits of working at Productive.
Apply for This Position
Application submitted successfully.
Thank you!
Perks & Benefits
Edu & Equipment Budget
For books, courses, conferences, and gear that help you grow
Sponsored Health Checks
Annual health check-ups at a private clinic
Summer Happy Fridays
4-day working week from July 1st – Sept 1st
Perks for Parents
Parental leave, a baby bonus, adoption aid, and more
Fun and Games Budget
Each team gets a budget for outings and activities
Fully Paid Sick Leave
You get 12 days of sick leave per year, covered 100% by the company
Work Equipment
MacBook will be waiting for you when you arrive at the office
Easy Parking
Free bike parking and subsidized car parking at our Zagreb office
Free Snacks at the Office
Coffee, tea, fresh fruit, sweet and savory snacks galore at the office.
Want to know what it’s like to work at Productive? Learn here.