Junior Customer Support Specialist

Company Description

Polyeda is a DataTech company that provides technological solutions for managing measurement and evaluation processes, customer and employee experience, organizational mapping, applied, academic, and marketing research, public opinion surveys, and impact measurement. The company offers software solutions and research consulting services to a wide range of sectors, including the public sector, businesses, philanthropic foundations, academic institutions, and research organizations.

Role Description

We are looking for a Junior Customer Support Specialist to join our team and provide professional, responsive, and friendly support to Polyeda’s customers.

This is an entry-level position suitable for candidates who are service-oriented, comfortable working with technology, and eager to master a complex and powerful SaaS platform. The role includes assisting customers with day-to-day questions, troubleshooting technical and configuration issues, guiding users through the platform, and working closely with our Customer Success, Product, and R&D teams.

This is a part-time position (50–60%), with potential to expand in the future. The role is hybrid, combining work from our Kfar Saba office, client sites, and home.

Key Responsibilities

• Provide fast, high-quality customer support, primarily through live chat, as well as via email and occasional online calls.
• Develop an in-depth understanding of Polyeda’s products and guide customers based on their specific business needs.
• Investigate customer issues systematically and take full ownership of each case through resolution.
• Manage a high volume of customer conversations while maintaining accuracy, empathy, and an excellent customer experience.
• Advise customers on best practices and help them use Polyeda more effectively.
• Identify recurring points of friction, product gaps, and opportunities to improve customer adoption or expand how customers use Polyeda.
• Collaborate with Customer Success, Product, R&D, and other teams to address recurring issues reported by users and help translate customer needs into product improvements.
• Strengthen Polyeda’s Community Hub by improving documentation, managing forums, and communicating product updates.

Experience & Skills

• Excellent verbal and written communication skills in both Hebrew and English.
• Strong learning ability and the capacity to master a complex product.
• A service-oriented mindset and strong customer-facing skills.
• Strong problem-solving abilities and the persistence to investigate challenging issues.
• Excellent attention to detail and a strong commitment to quality.
• A proactive, hands-on attitude and a strong work ethic.
• Professional ambition and a desire to excel, take ownership, and assume greater responsibility over time.
• Curiosity about technology, systems, data, and AI, along with the ability to learn and use new tools independently.
• A collaborative mindset and the ability to work effectively as part of a team.
• Previous experience in customer support or a technical role, as well as a background in research, is an advantage but not required. We care more about your ability to learn quickly, solve problems, work hard, take ownership, and grow into greater responsibility.

Please note that only candidates whose qualifications and experience match the position requirements will be contacted.