Support Specialist

Haddock; Barcelona; Hybrid; EUR 24,000 - 33,000; Full time

Benefits offered by this job

OTE €24k–€33k per year (on-target)

Hybrid work: 3 days on-site in Barcell

Urban Sports

Alan private health insurance (partly)

Coffee and weekly fruit

Playflow payroll

Job summary

Haddock in Barcelona is seeking a Support Specialist to be the frontline of the customer experience, solving issues quickly and ensuring restaurants can operate without friction. You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escape, and improve how we support customers at scale.

You’ll handle inbound requests, communicate clearly, and contribute to knowledge bases to reduce repetitive questions while growing in a fast-paced startup.

Qualifications

• 1–3 years in customer support or helpdesk in SaaS.
• Ability to break problems down and test hypotheses.
• Excellent written Spanish; English is a plus.

Responsibilities

• Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows.
• Provide structured, friendly responses and keep customers informed until resolution.
• Identify bugs vs. user error and create high-quality reproduction steps for escalation.
• Manage multiple cases with prioritization by impact and urgency.
• Maintain internal playbooks and improve FAQs/macros to reduce repeats.
• Track patterns and propose workflow/product UX improvements.

Skills

Troubleshooting mindset

Spanish written communication

Customer support experience

CRMs / ticketing tools

Ownership mentality

Tools

Intercom

Zendesk

Crisp

Job description

At haddock we’re building the first Point of Control (POC) SaaS for restaurants in Europe, the central place where restaurateurs run their entire business.

We’ve launched the world’s first AI Agent for restaurants, and it’s already reshaping how operators work day to day.

We are the market leader in Spain, and our vision is to expand across Europe and define the future of restaurant operations.

We’ve doubled ARPU, significantly reduced churn, and increased NDR and now we’re ready to operate at a different scale.

About the role

As a Support Specialist, you will be the frontline of the customer experience: solving issues fast, keeping communication clear, and ensuring restaurants can operate without friction. You’ll work closely with Product, Engineering, and Customer Success teams to troubleshoot, escape, and improve how we support customers at scale.

Responsibilities

• Customer Support & Troubleshooting: Handle inbound support requests (chat/email) and diagnose issues across product, integrations and user workflows.
• Fast, Clear Communication: Provide structured, friendly responses, set expectations, and keep customers informed until resolution.
• Bug Reporting & Escalation: Identify product bugs vs. user error, write high-quality tickets with steps to reproduce, and elevate to the right team.
• Prioritization & Ownership: Manage multiple cases in parallel, prioritizing by impact (service down, payments, core operations) and urgency.
• Knowledge Base & Enablement: Maintain internal playbooks and help improve FAQs/macros so we reduce repeat questions over time.
• Quality & Continuous Improvement: Track patterns in issues and propose improvements to workflows, tooling, and product UX.

Skills & Experience

• 1–3 years of experience in customer support, helpdesk, or customer-facing operations (SaaS preferred).
• Strong troubleshooting mindset: you can break problems down and test hypotheses methodically.
• Excellent written communication in Spanish; English is a strong plus.
• Comfort working with tools like CRMs/ticketing systems and modern SaaS stacks (Intercom/Zendesk/Crisp, etc.).
• High ownership, calm under pressure, and customer-obsessed attitude.

You’ll stand out if you bring

• Previous experience working at a fast-paced startup
• Previous experience working in a SaaS product
• Experience supporting customers in the HORECA sector
• Experience working with integrations (POS, payments, third-party tools) and basic technical debugging

Benefits for our team

• €24,000–€33,000 OTE per year (on-target earnings), based on experience.
• Hybrid working: 3 days on-site in Barcelona and 2 remote days per week.
• Coffee and weekly fruit.
• Playflow for flexible payroll.
• Urban Sports membership.
• Alan private health insurance (partially covered).

How we work

• Monday to Friday.
• 3 days on-site in Barcelona and 2 remote days per week.
• Fast-paced, customer-obsessed, high-ownership culture.

Our Process

1. Initial fit call (15–30 min)
2. Interview with the Hiring Manager (45’ - 1 hour)
3. Culture Fit interview with Founders (1 hour)

The full process takes 2–3 weeks, and you’ll receive feedback within 3–5 days after each step. We believe in clear, transparent and respectful communication.

Pro tip: If in the first call you don’t know what haddock is, you’ll be instantly disqualified.