Step 1
Overview
Fernway builds a scheduling and payments platform used by small service businesses (salons, personal trainers, tutors, cleaners) in more than 40 countries. The support team is central to the company — most product ideas start with a support ticket.
We are hiring a customer support specialist to work either the Americas or EMEA shift. You will handle tickets across email, in-app chat, and occasional short screen-share calls to help customers get set up.
Expect a supportive onboarding, clear playbooks, and real opportunities to move into product operations, QA, or team lead roles over time.
Step 2
Key Responsibilities
- Respond to customer questions across email and chat
- Troubleshoot account, billing, and integration issues
- File clear bug reports and feature requests to the product team
- Contribute to the help center and internal playbooks
- Occasionally run onboarding screen-share sessions
- Participate in weekly team retros and quarterly planning
Step 3
Requirements
- 1+ year of customer support experience (SaaS preferred)
- Excellent written English; a second language is a plus
- Genuinely enjoy helping non-technical customers
- Comfortable with a fully written, async-first environment
- Reliable home internet and a quiet working space
Step 4
Benefits & Perks
- Fully remote from anywhere in your assigned region
- 25 days paid leave plus your local public holidays
- Company laptop and monthly home-office stipend
- Annual team meetup (last year: Lisbon)
- Health-insurance stipend
Step 5
How to Apply
- 1
Apply through the Fernway careers page with your CV. Include a short answer (200 words) to this prompt: "Describe a support ticket you handled that changed how the product worked."
- 2
The process includes a short written exercise, a role-play interview, and a final chat with the head of support.