Customer Support Owner
To apply for the job, send us your CV and cover letter to job@sviby.com
Tallinn
Customer Care
About the Role
Our Customer Support function is the face of Sviby — supporting event organizers and ticket buyers at critical moments before and during events.
We are looking for a Customer Support Owner who takes full responsibility for how our support operates. This is not a traditional first-line support role. You will work hands-on in daily customer service while building and owning the support system behind it. Your mission is simple but demanding: ensure that support runs smoothly, professionally and without recurring problems.
You won’t just resolve tickets — you will identify patterns, improve workflows, and eliminate root causes in collaboration with product and operations. We’re looking for someone who combines operational excellence with system thinking and true ownership.
Your responsibilities
Build, configure and maintain the Help Desk system (Zendesk, Freshdesk, Crisp or similar)
Create workflows, automations and response templates
Identify recurring issues based on real cases
Route root causes to product and operations teams
Ensure recurring problems are eliminated, not repeatedly handled
Maintain a high-quality and professional customer experience
What we're looking for
Previous experience building or significantly improving a customer support system
Hands-on experience with Help Desk platforms (Zendesk, Freshdesk, Crisp or similar)
Strong system thinking and ability to spot patterns
Willingness to work operationally in daily customer support
Fluency in Estonian and English
Strong communication and analytical skills
Ownership mindset and accountability for measurable results
This role is not for someone looking only for a traditional support specialist position or a people management role.
About Sviby
At Sviby, we’re passionate about unlocking the full potential of live events. As the ultimate platform for ticket sales and event marketing, we help organisers bring their visions to incredible living experiences.
Our success lies in our people and our culture. We believe that great ideas come to life through collaboration, creativity, and the courage to innovate. That’s why we’re looking for extraordinary individuals who love building great products, tackle challenges with confidence, and turn bold ideas into reality.
To apply for the job, send us your CV and cover letter to job@sviby.com
If you have any questions, don’t hesitate to contact us:
Arnika Kajaste
+372 5819 0891