Customer Success Specialist

# Customer Success Specialist at Klubio

Klubio is the software sports clubs in Estonia use to run the unglamorous but important parts of club life: memberships, training, attendance, invoicing, and getting paid. Most of our clubs are run by people doing it on top of a day job or for the love of the sport, not by full-time admins. That's exactly why good support matters so much here.

We're a small team, and you'd be the person most of our clubs actually talk to.

What you'd do

• Onboard new clubs. Get them set up properly: members imported, groups and

coaches in place, billing configured. A lot of clubs arrive from spreadsheets or an old system, so part of the job is patiently turning their mess into something clean.

• Train the people who use it. Usually club admins, treasurers, and coaches

who aren't especially technical. Your job is to make the product feel obvious to them.

• Handle support. Email, chat, the occasional call. Most of it is everyday

stuff ("how do I send this invoice", "a parent says they can't pay"), some of it is helping us track down a real bug.

• Be the clubs' voice to us. When you hear the same complaint for the fifth

time, you're the one who tells engineering, and you'll watch it get fixed.

• Keep clubs happy and around. Notice when a club has gone quiet and check

in before it turns into a cancellation.

Who we're after

• Fluent Estonian, comfortable in English. More languages are a real plus as we

move into new countries.

• You genuinely like helping people, including the frustrated and the

non-technical ones. Patience that isn't an act.

• Organised. You might have a dozen clubs at different stages on any given day,

and none of them should slip through the cracks.

• Comfortable enough with software to learn a product deeply and explain it

simply. You don't need to code.

• Bonus: you've done support, onboarding, or account management at a SaaS

company before, or you know the world of sports clubs or everyday bookkeeping and invoicing from the inside.

What it's actually like

You'd sit close to the product and the founder, so your feedback turns into changes fast. There isn't much process to hide behind, which means real ownership and the occasional busy stretch when several clubs need you at once. Some days are calm onboarding; some days are putting out a small fire because an invoice run did something a club didn't expect. If you're the sort who likes ending a call with someone who started annoyed and finished happy, this will suit you.