Customer Support Representative - 12h Shift

Please submit your CV in English

🌍 Global SaaS Company | $28M Series B Investment
🚀 Structured mentorship & upskilling
📍Prague - new office on Namesti Republiky, 5 days in-office (Occasional home office upon agreement)
💰 Salary: 30.000-35.000CZK gross/monthly base + up to 9.800CZK gross/monthly bonus (based on customer satisfaction and quality assurance score) 

💻 Working Hours:
Working time is divided unequally into short and long weeks as follows:

• Long weeks: Mon, Tu, Fri, Sat, Sun, working time 8:30am-9.00pm CET
• Short weeks: Wed & Thu, working time 8:30am-9.00pm CET

In a month, you will have 2 long and 2 short weeks.

The Challenge Ahead

• As part of the Customer Support L1 team, you’ll be the person customers rely on when something isn’t working as expected. Your job is to investigate, understand the root cause, and guide customers clearly and confidently.
• We’re looking for people who love to figure things out - people who notice patterns, enjoy breaking problems into pieces, and can explain technical issues in a simple way.
• This role is perfect for someone who has always been a bit geeky:
• You can handle basic computer troubleshooting
• You’re comfortable navigating system settings
• You enjoy understanding how things work
• You aren’t afraid to dig into logs, connection tests, or edge cases
• No previous VOIP experience is required — we'll teach you everything. What matters most is logic, curiosity, and problem-solving.

What You’ll Do

• Provide top-tier technical support via chat and email
• Investigate call flows, connectivity problems, audio quality issues, device setups, and configuration errors
• Diagnose VOIP-related problems (latency, jitter, firewalls, ISP behaviours, etc.)
• Inspect logs, replicate issues, and gather data for deeper analysis
• Handle a high volume of conversations with accuracy and focus
• Document troubleshooting steps and contribute to our knowledge base
• Represent CloudTalk with empathy, clear communication, and ownership

Who We’re Looking For

🧠 A Logical Thinker: You enjoy solving puzzles, identifying root causes, and structuring your thoughts clearly.

🛠 Tech-Savvy & Curious: You’re not afraid of system settings, connection tests, or exploring how features work. You don’t need to be an engineer - but you should be someone who can dig in.

⚡ Problem-Solver With Ownership: You measure success by problems solved, not ticket volume. You are proactive, responsible, and want to get things right.

💬 Strong Communicator: Clear English (C1). Spanish is a plus.

🤝 Team Player Who Shares Knowledge: We appreciate people who help others learn - curiosity and collaboration are part of our culture.

About CloudTalk

Powered by a 2024 $28 million Series B investment from top investors like KPN Ventures, Lead Ventures, Point 9, and HenQ, CloudTalk's AI-powered business communication platform helps 4,000+ sales and support teams make customer experience the greatest competitive advantage for driving more revenue. 

CloudTalk works seamlessly for businesses of all sizes, from scale-ups like Deel and TIER to big players like Nokia, Glovo, and Rakuten. Modern businesses all around the world can lead meaningful conversations while managing calls and messages from one place. 

CloudTalk is on a mission to build the world's most capable AI business calling software for sales and support teams to seamlessly connect with their customers. We nurture a strong learning & growth culture - more than 20% of CloudTalkers get promoted/transferred internally every year!

Why Join CloudTalk

🤖 Be Part of a Global Tech Product: Support a modern cloud communication platform used by 4,000+ sales & support teams - from fast-growing scale-ups to enterprise players.

💡 Meaningful Technical Work: Learn real VOIP fundamentals, call routing, number provisioning, latency issues, connectivity troubleshooting, system behaviours and platform logic.

🚀 Growth Paths Support: This role is intentionally built as a stepping stone for future technical careers at CloudTalk:

• Shift Lead, QA Lead
• Product: L2 Engineer, Technical Consultant, Integration Specialist
• Customer Success: Customer Success Manager

Hiring Process

1. Quick Video Interview
2. Role Deep Dive: Meet your future colleagues
3. Assignment: Have a look into our platform
4. Culture Bar Raiser Call – Explore your potential to raise the bar in adaptability, ownership, and continuous improvement
🎯 Offer!

Benefits Provided

Growth:

💡 1-1 Coaching sessions with our resident communications advisor
📚 Learning and Development Budget

Flexibility:

🏖 Unlimited Paid Time Off
🎗️ Volunteering Days
💻 MacBook for work 

Well-being:

🏖Recharge Fridays once per quarter
🏋🏼‍♀️Multisport Card

Connectedness:

💲 Referral bonuses
👥 Virtual & physical team buildings
👕 Company merchandise

By submitting your application, you acknowledge that Cloudtalk will process your personal data based on Cloudtalk’s legitimate interest in finding the most suitable candidate and a pre-contractual relationship with you. For more information on how Cloudtalk processes your personal data, please refer to our Privacy Notice.