Support Specialist

Support Specialist

Fluxer is an open-source chat app for text, voice, and communities, built for people who want a chat product that respects their time and data. The company is based in Sweden, and our employees and contractors work remotely across countries. We are a small team, so people are expected to own their work, communicate clearly, and stay close to the users affected by their decisions. The code is public, so you can read how the product is built before you apply.

What this role is

Support is often the first place users tell us something is broken, confusing, or unfair. You would be the first real reply: clear, kind, curious, and able to make people feel like a person is helping them.

The job is not only closing support conversations. We want someone who notices patterns, reproduces bugs, writes useful help articles, tells the team what people keep tripping over, and helps us build an app that needs less explaining over time.

What you would actually be doing

• Replying to users over email and in community channels with clear, personal answers
• Triaging and reproducing bugs, then writing them up clearly enough that an engineer can act on them
• Spotting repeated questions and turning them into app fixes, documentation, or clear notes for the team
• Writing help centre articles and FAQs that answer the question the person actually has
• Helping with account access, billing, login problems, and common product confusion
• Handling the harder conversations: frustrated users, appeals, refund requests, and the threads where someone has tried everything and is now just tired
• Keeping response times honest while still giving people thoughtful answers
• Working with trust & safety when a support issue turns into a safety issue, and with legal when a request turns out to be a data subject request

What makes someone good at this

• You have done user support, customer success, community support, or closely related work
• You write clearly and avoid sounding like a template
• You are patient with upset people, and you have healthy boundaries, so you can care about the work without it following you home
• You are curious enough to investigate a problem instead of forwarding it too early
• You have good judgement about when to fix, escalate, refund, explain, or simply say "you are right, that is our fault"
• You are comfortable in a help desk such as Intercom, Zendesk, Front, HelpScout, or Plain

Other things we would be glad to see

• A background at a chat, social, or developer-facing app
• Technical instincts: logs, repro steps, screenshots, environment details, and bug reports an engineer can act on
• A track record of writing help articles people actually find useful
• Comfort in community spaces like Fluxer, Discord, or forums, wherever people gather to talk about software they care about
• Additional languages beyond English

Who you would work with

You would work most closely with the engineers building and running the app, since you will often be the first to know something is broken, with trust & safety on reports that turn serious, and with the community lead on questions that keep recurring in public. We expect the whole team to stay close to support and act on the patterns you raise.