Customer Support / Experience 40-50k

At Retino, we build post-purchase care software trusted by more than 2,000 online stores. Companies like 4camping, Grizly, Knihy Dobrovský, Sconto Nábytek, and many others rely on us. This area of e-commerce is technically demanding and, at the same time, critical for the shift of retail into the online world. Our products are used daily by hundreds of thousands of customers.

We're not a startup searching for direction. We have 9 years on the market behind us, steady growth, and a clear vision. We've processed over 3 million returns and cover 26% of all shipments in Czech e-commerce. We're a profitable company — runway isn't something we worry about. We've also earned the trust of investors like Jiří Hlavenka (Kiwi.com) and Martin Rozhoň (Vivantis), who invested millions of crowns into Retino at the very beginning and are still with us today.

In Central Europe, we're among the leaders, and our solution is now used by online stores in more than 20 countries. But our ambitions reach further — we want to build a product with global impact. And to do that, we're looking for people who want to be part of it.

We're looking for someone for customer support / experience — a person who will be the daily point of contact for our clients. Someone who helps them when they need advice, and when they don't reach out themselves, you reach out to them — and let them know we care about their business. Someone who enjoys working with clients and wants to do it well — not as a necessary evil.

At Retino, customer support has a specific role: you don't talk to the end customers of online stores, but to the online stores operators themselves — people who work with Retino every day, handle returns and tracking, and rely on us. Your job is to be a support they can count on — to respond quickly, clearly, and in a way that keeps them with us and gets them recommending Retino to others.

Specifically, we'd welcome you if:

• You have the drive to move things forward for clients — proactively, without waiting for them to ask for help.
• You have experience in customer support, customer success, or running an online store — ideally in a SaaS or e-commerce environment.
• You can explain even a complex thing simply — in writing, on a video call, and face to face.
• You're technically skilled — you know your way around tools, you won't get lost in the settings of an online store platform, and you can tell when a problem is on our side and when it's on the client's.
• You use AI tools for preparation, summarization, or automating routine work, but the final communication with the client stays under your control.
• You're patient and persistent — sometimes you get to the root of a problem with the client step by step.
• You have strong communication skills and empathy — you sense what the client really needs to hear, even when they don't say it out loud.
• You're meticulous about details.
• You see things through to the end and take ownership of them.
• You speak Czech and English.

• Respond to clients in chat, email, on video calls, or in person — typically on questions around account settings, integrations, billing, automations, and the processes of returns or tracking.
• Onboard new clients — walk them through the setup and make sure they understand how to get the most out of Retino.
• Handle incidents — coordinate with the support department, product manager, or sales.
• Build and maintain the knowledge base — our documentation has more than 180 articles and helps clients find an answer without us. Your job is to keep it up to date, clear, and to make sure it covers what people are actually dealing with.
• Gather feedback from clients and translate it back to the team — what's missing, what's confusing, where clients are getting lost. Your view of how Retino is really being used is a valuable input for the product.
• Bring your own ideas for how to improve both support and the client experience. Ideas really do get heard here.

• Working in a team of exceptionally capable people who are a pleasure to work with on a personal level too.
• Trust and autonomy.
• Real impact — what you hear from clients and pass along shapes the direction of the product and the customer experience.
• Fair financial compensation matching your seniority and your contribution.
• An established product and processes — you're not stepping into the onboarding chaos of a young company. 9 years of history, documentation, processes that work, and 2,000+ clients who already know what to expect from us.
• Room to grow — we invest in both training and tools.
• A beautiful office in the center of Prague next to Masaryčka station — available, not mandatory.
• Two of us in the company are pilots. If aviation interests you, you'll fit right in — we occasionally take clients and colleagues up in the plane.
• Events that actually make sense — Retino Hangár, team offsites outside Prague, barbecues with colleagues and people from the e-commerce world.

• We'll get back to you within a few days of your application and have a short call by phone or video.
• Next comes an interview with Andrea (Head of CX).
• If both sides feel it's a match, we shake on it.

We won't drag you through months of interviews. We make decisions quickly and take care to keep the process fair to both sides.

Please get in touch with us through the contact form below. Send us a link to your LinkedIn and tell us in a few words why we should bring you onto the team.

We're looking forward to working with you!