We are looking for a proactive customer support agent who can take full ownership of the end-to-end customer experience across email, chat, and phone channels. Drive an effortless support journey by applying expert product knowledge and a friendly approach, ensuring every user interaction is a win!
Who We Are
CAKE.com is a unicorn product-based company with a global presence in North America (USA), Europe (primarily in Serbia), and Asia (Philippines).
We build products that powers millions worldwide, including:
✅Clockify – The world’s #1 time tracker, trusted by companies like Hewlett-Packard Enterprise, American Express, Amazon and many more. ✅ Pumble – The all-in-one team communication app. ✅ Plaky – A task management software for simple & visual project planning.
What You'll Do
Impact the Product and the Team, Not Just the Inbox. You will be a Product Advocate and Detective, serving as the primary bridge between our users and our Product and Development teams.
Own the users’ requests: Provide fast, friendly, and effortless support primarily via email, calls, chat, or social media interactions from start to finish!
Go beyond the basics: Guide users through advanced diagnostic and troubleshooting processes, using tools like Console/Network in Dev Tools.
Creative Problem Solving: Offer creative workarounds when a user asks for a feature we don't have.
Be the eyes and ears: Collect detailed user use cases and ideas, translating them into well-documented product feature enhancement suggestions.
Define the issue: Create precise, detailed bug reports for our engineers.
Know Everything: Strive to become an absolute expert in every feature, workflow, and known quirk of our apps.
Build the library: Create and maintain internal knowledge base articles and training materials.
Keep it fresh: Update external documentation based on user pain points and new feature releases.
Willing learner: Always curious, eager to learn, and committed to improving.
Must-Haves
1+ years of experience in a customer-facing role.
Perfect English, both written and spoken (native or near-native level).
Clear and easy-to-understand writing ("Explain Like I'm Five" style).
Advanced tech skills: Highly skilled in website troubleshooting, familiar with web-based applications, basic knowledge of operating systems, and mobile applications.
Ability to think beyond clearing cache and cookies to troubleshoot specific reported issues.
Creative problem-solver with a "Here’s how you can..." attitude.
Communicative and empathetic, ready to go above and beyond.
Thrives in a team setting and has a collaborative mindset.
Willingness to jump on a screen share call when necessary.
Familiar with Ticketing Systems.
Fluent in Ex-Yu languages (Serbian, Bosnian, Croatian, Montenegrin).
Residency in Serbia is required.
Nice-To-Haves
Experience in the SaaS industry.
1+ years of experience in a CX role, handling tickets via email, chat, and calls.
Familiarity with tools like Zendesk Support, JIRA, API concepts, SSO, or payment platforms (Stripe, Xero etc.).
A Love for Logic: You enjoy solving puzzles and have a solid grasp of basic math and logical principles.
Good-To-Know
Your First 90 Days
Onboard & Learn (0-30 days)
Your goal: Expert status on the basics!
Complete onboarding and fully internalize team values.
Dive into all training to master every feature and workflow across the CAKE.com apps.
Pass all assessments to prove product readiness.
Shadow & Grow (31-90 days)
Your goal: Independent ticket resolution & quality!
Connect with customers and start tackling real tickets.
Work closely with your Shadow Mentor for 30 days; be proactive and take ownership of your learning.
Begin receiving QA feedback to refine tone, speed, and accuracy.
Own and impact (90+ days)
Your goal: Lead your path & drive impact!
Work towards confidently handling all case types!
Ensure KPIs are consistently met and exceeded.
Lead your 1:1 sessions and actively map out your personal development path.
Contribute user insights to influence the direction of the apps.
Working Hours and Shift System
This role is essential to our 24/7 continuous Global operation, with all schedules based on the Belgrade Time Zone (CET/CEST). You will cover the daytime and afternoon shifts as part of our EU team, complementing our night shift team based in the Philippines.
You will work in a weekly rotating shift pattern:
During Daylight Saving Time (Summer):
Morning (8:00 AM / 9:00 AM – 4:00 PM / 5:00 PM) and
A Mid-Shift (12:00 PM – 8:00 PM) is also part of the rotation, usually occurring once per month.
Weekend Rotation: You will be scheduled for weekend work approximately once per month. During your scheduled weekend rotation, your working days will be Monday, Tuesday, Saturday, and Sunday. Wednesday, Thursday, and Friday will serve as your rest days.
We believe your time outside of work should be your own. Your full monthly roster is ready and sent out every 15th of the month, and we stick to it! We keep changes to an absolute minimum - only moving things if there's a serious operational need, an emergency, or someone calls in sick.
Compensation Structure
Basic Monthly Salary: 590 EUR Net.
Performance Bonus: 610 EUR Net.
Total Monthly Earning with Bonus: 1,200 EUR Net.
Bonus Payment Schedule:
Eligibility for the bonus begins after you complete your first month of employment and finish training.
*Note: The earned monthly bonus is paid out with a two-month delay. For instance, the bonus you achieve in February will be paid directly with your regular salary in April.
Life at CAKE.com
Innovative Environment – Work with top tech talent on cutting-edge products.
Work-Life Balance - No overtime.
Medical Coverage – Private health and dental insurance.