About The Company Joveo is a leading innovator in AI-powered recruitment marketing solutions, dedicated to transforming the way organizations attract and hire talent. With a focus on data-driven insights and advanced machine learning techniques, Joveo empowers some of the world’s largest and most sophisticated employers, staffing agencies, RPOs, and recruitment advertising firms to optimize their talent sourcing strategies.

Our platform seamlessly integrates across multiple online channels, providing real-time analytics and actionable insights that enable clients to make informed decisions throughout the recruitment process. Committed to excellence and innovation, Joveo continuously evolves its technology to meet the dynamic needs of the recruitment industry, ensuring our clients stay ahead in a competitive landscape.

About The Role We are establishing a new, strategic Customer Support organization at Joveo, and we are seeking a dedicated Customer Support Specialist to join our founding team. This role is pivotal in shaping the customer experience and ensuring the seamless operation of our platform for enterprise clients.

As a core member of the team, you will handle complex platform and campaign issues, working closely with cross-functional teams including Product, Engineering, and Customer Success. Your primary responsibility will be to manage customer inquiries from initial contact through to resolution, ensuring high levels of satisfaction and fostering long-term client relationships. This position offers a unique opportunity to be part of a growing organization, influence customer support processes, and contribute directly to the success of our clients and the company.

Qualifications The ideal candidate will have at least 2 years of experience in Customer Support or Technical Support within a complex B2B SaaS environment. Strong communication skills,



both written and verbal, are essential, with the ability to articulate technical concepts clearly and empathetically.

A proactive problem solver with a keen analytical mindset is required, capable of investigating issues thoroughly and identifying root causes rather than quick fixes. Familiarity with APIs, XML, or basic data analysis using tools like Excel or Google Sheets will be considered a significant advantage. Additionally, proficiency with enterprise ticketing and bug-tracking systems such as Zendesk, Jira, or Salesforce Service Cloud is necessary to manage customer inquiries efficiently and accurately.

The candidate should demonstrate a passion for delivering exceptional customer service and a commitment to continuous improvement.

Responsibilities In this role, you will be responsible for managing and resolving complex customer inquiries related to Joveo’s platform and campaigns. Your key responsibilities include owning the resolution process from initial intake to successful closure, ensuring timely and effective solutions.

You will investigate and troubleshoot platform issues, including campaign delivery problems, reporting discrepancies, and integration bugs, applying your technical knowledge to diagnose and resolve issues efficiently. When systemic issues arise, you will triage and escalate them appropriately to Engineering and Product teams, providing clear, reproducible steps to facilitate swift resolution. Additionally,



you will contribute to building a robust knowledge base by identifying recurring pain points and authoring Help Center articles and internal Standard Operating Procedures (SOPs).

Your efforts will help streamline customer self-service options and improve overall team efficiency, fostering a proactive support environment that anticipates customer needs.

Benefits Joveo offers a competitive benefits package designed to support the well-being and professional growth of our employees. You will have access to comprehensive health insurance plans, including medical, dental, and vision coverage.

We promote a flexible work workplace with opportunities for remote work and flexible hours to support work-life balance. Our commitment to employee development includes ongoing training, mentorship programs, and opportunities for career advancement within the organization. Additionally, Joveo fosters a collaborative and innovative culture, encouraging employees to contribute ideas and participate in shaping the future of our platform.

We also provide various wellness initiatives, team-building activities, and recognition programs to ensure a supportive and engaging workplace environment.

Equal Opportunity

Joveo is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, or any other protected characteristic.

We believe that a diverse workforce fosters innovation and drives our success. All qualified applicants will receive consideration for employment without regard to these factors. We are dedicated to providing equal employment opportunities and ensuring a respectful, supportive workplace for everyone.

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