Customer Support Specialist L1

🔍 What is Luigi’s Box?

At Luigi’s Box, we’re transforming e-commerce with smarter, faster, and more personalized shopping experiences.

Our SaaS suite combines Search 🔎, Analytics 📉, Product Listing, Shopping Assistant, and Personalized Recommendations 🎯, helping over 4,000 online stores deliver relevant and lightning-fast results for every customer query.

We hold a leading position in Central Europe and are rapidly expanding across Western Europe.

🧑‍💻 About the role

As a Customer Support Specialist (L1), you’ll be the first line of contact for our customers — the key link between users and our technical teams. Your role is essential in maintaining customer satisfaction, ensuring every inquiry is handled efficiently and professionally.

You’ll:

• Perform first-level analysis of incoming tickets and diagnose issues.

• Communicate with clients primarily via email, occasionally via phone or live chat.

• Resolve simpler technical problems, such as adjusting app or admin settings.

• Escalate complex cases to L2/L3 support and proactively track their resolution.

• Create and maintain internal and external documentation, templates, and FAQs.

• Collaborate with Customer Success, Sales, and Account Management teams to support existing clients.

• Approach every ticket with empathy, curiosity, and a solution-oriented mindset.

  
  

💻 Tech you’ll work with

• Web Developer Tools

• Basic HTML and CSS

• Ticketing and communication platforms (email, chat systems, internal tools)

  
  

💫 What makes you a great fit

Must haves:

• Basic technical knowledge and comfort using Web Developer Tools

• Understanding of HTML and CSS (nice bonus)

• Previous experience in customer-facing roles and direct client communication

• Analytical and decision-making skills to identify and resolve issues efficiently

• Flexibility and adaptability in a fast-changing environment

• Creative mindset and customer perspective when writing documentation or communicating solutions

• Availability between 9:00 AM – 5:00 PM CET

• Fluent Polish (C1–C2) and English (B2+)

• Knowledge of additional languages (e.g., Czech, Slovak..) is a plus

Nice to haves:

• Experience in SaaS or e-commerce support

• Familiarity with support ticketing tools (e.g., Intercom, Zendesk, Jira)

  
  

🥳 What’s in it for you

• Flexible working hours to help you create the perfect work-life balance.

• Hybrid & remote work options: You can work from our offices in Bratislava or Prague, fully remote, or a mix of both.

• Regular company events and team-building activities to stay connected.

• A chance to be part of a growing, innovative company where you can help shape the future.

• An inclusive global team that empowers and supports your needs.

• A collaborative environment built on trust, transparency, and open communication.

• A flat structure: Work with smaller, agile teams.

• Paid time off & sick days.

• Competitive pay: Receive a competitive salary that reflects your skills and experience.

• Employee Stock Ownership Plan (ESOP) in the future.

• Perks:

  • 💻 Hardware contribution

  • 🧘 A MultiSport card (CZ/SK only) or well-being contribution

  • 📚 Self-development allowance

  • 🥞 Team breakfasts

  • ☕ Office refreshments

  • 🍼 Parental benefits

  • 🎂 Birthday surprise

  • 🎉 And more!

    
    

🤝 Meet your team

You’ll be part of the L1 Support Team, reporting directly to Suzanna Dzurdzenikova (L1 Support Lead) and collaborating closely with Zuzana Cellarova (Head of Support).

Our culture is built on mentorship, feedback, and teamwork — and yes, we make sure to have fun while doing it!

The team operates in shifts to ensure smooth coverage throughout the day, typically spending 3–4 hours handling new tickets and the rest on active resolutions and reopened cases.

You’ll also get dedicated time each week to contribute to project-based improvementsand innovations within Luigi’s Box.

🩵 What to expect next:

1. Initial screening call with Michaela, Talent Acquisition Partner (online)

2. Role-focused interview with Suzanna, L1 Support Lead (online)

3. Practical assignment (completed independently)

4. Assignment presentation with Zuzana, Head of Support (online)

Useful links to explore:

• Company: luigisbox.com

• Products: luigisbox.com/products/

• Features: luigisbox.com/features/

• Case studies of our customers: luigisbox.com/case-study/