We are looking for a Customer Support Specialist to join our Customer Experience (CX & Services) team. In this role, you’ll be on a mission to deliver fast, empathetic, and effective support for Rossum’s customers. You’ll be helping people around the world save millions of hours on boring manual tasks so they can use them for things that matter.
We value innovation and are seeking someone eager to bring fresh ideas—especially around troubleshooting workflows and enhancing the customer journey.
One Fixed ShiftWe are hiring for two specific fixed-shift roles to ensure our global customers are supported around the clock. Please indicate your preference in your application:
Night Shift: Wednesday – Sunday | 00:00 – 08:30
Evening Shift: Saturday – Wednesday | 16:00 – 00:30
You will be a critical contributor to our support efforts, managing day-to-day inquiries while identifying strategic improvements.
Respond to customer inquiries with professionalism, care, and a focus on high satisfaction.
Troubleshoot software-related problems and guide customers through step-by-step solutions.
Collaborate with Product and Engineering teams to communicate recurring customer pain points.
Proactively identify and implement process improvements to enhance product usability.
Maintain high SLA adherence to ensure our customers receive timely assistance.
We’re looking for a community member who isn't afraid to challenge their own assumptions and brings:
1+ years of experience in customer support or client-facing roles, ideally in SaaS.
Technical curiosity: Familiarity with ticketing systems (Zendesk, Intercom, etc.), CRM tools, and troubleshooting workflows.
A human-first approach: You bring empathy, patience, and strong communication skills to every interaction.
Problem-solving mindset: You balance hands-on execution with the ability to think strategically about customer needs.
Bonus points: Experience with automation/AI products or knowledge of REST APIs.
Within 3 Months: Complete your onboarding, achieve proficiency in our support systems, and handle standard tickets independently.
Within 6 Months: Resolve the majority of requests within SLA and begin sharing recurring product insights with our Product team.
Within 12 Months: Serve as a subject-matter expert for the Rossum tool and support continuous improvement initiatives across the CX team.
At Rossum.ai, we’re on a mission to make data extraction effortless and intelligent. We believe in empowering teams with smart tools that free them from repetitive tasks so they can focus on creativity and human connection. We’re not about top-down leadership; everyone’s voice is heard, and great ideas come from every level of the organization.
What we offer:
Balance: 5 weeks of vacation and 5 sick/personal days.
Health & Wellness: MultiSport Card to keep you active.
Growth: Personal development, education, and language courses.
Tools: High-end tech, including a MacBook and the external monitor/keyboard.
Family Support: An extra 2 weeks of paternity leave.
Opportunity to choose a place to work: from home or from our 24/7 base in our vibrant Prague office
Community: Team offsites and regular meetups.
Ready to make an impact? Apply now and let us know which shift works best for you!
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What We Do
Rossum solves four key steps in document-based processes... receiving documents across multiple channels, automated understanding, two-way communication to resolve exceptions, and acting on the data using in-depth integrations. In typical real-world scenarios, Rossum’s proprietary AI engine outranks narrow data extraction solutions in accuracy. Meanwhile, Rossum’s platform automates the document-based communication process end-to-end. Rossum’s goal for every use case is at minimum a 90% document processing speed increase. What does Rossum bring to the table? Zero-friction deployment: See high AI accuracy right out of the box in Rossum’s free trial and cut down on most maintenance effort thanks to cloud hosting and automated self-learning. Highly customizable: Implement powerful configuration APIs while enterprise users can engage Rossum’s dedicated Global Services team. Unified document gateway: Solve everything from security and compliance to IT and user training in one place by adopting a universally capable document solution. End-to-end solution: Rossum’s cloud platform takes care of the entire document lifecycle from receiving to internal IT systems posting. Security and compliance: Rossum is ISO 27001 certified and HIPAA compliant. The cloud service has been specifically engineered for high availability, with enterprise-grade SLAs ranging up to a 99.9% uptime guarantee and 24/7 support
