Customer Success Specialist in an Icelandic Start-Up

Who We Are

Noona is a fast-growing startup headquartered in Iceland with a strong presence in the Czech Republic. Our rapidly evolving product ecosystem is transforming how small and medium-sized businesses (especially in the beauty and health industry, but also in restaurants) run and grow their business.

We have two primary products:

• Noona HQ is an expertly crafted collection of business and admin tools. It’s your CRM, point-of-sale, e-com and scheduling all in one. It’s flexible and tailored to your business needs, no matter if you’re a single-person show or a multi-location scale-up. Infinitely extendable thanks to our app-store, Noona HQ is your online Headquarters.
• Noona is our flagship marketplace and business platform. It’s your portal to the best of what your city has to offer, and the best way to book appointments, discover new experiences and reserve tables at the best restaurants.

We have thousands of B2B customers worldwide and hundreds of thousands of marketplace users, but behind all of that is a team of only 25 people. That is only possible because of our passion for finding top performers who want to explore the edges of what they are capable of, whatever it takes.

With fresh funding and big ambitions, we’re now taking things to the next level - which is why we’re looking for a talented Customer Success Specialist to help us deliver a world-class experience to our users and scale the way we are providing customer support globally.

Role Description

As a Customer Success Specialist, you’ll spend most of your time working directly with our clients - resolving their issues, guiding them through our tools, and ensuring they get the most value out of Noona.

In addition to your core support duties, we’re looking for someone who’s open to taking initiative in improving support processes, experimenting with AI tools, and supporting other team members as we grow. If you’ve had some experience with mentoring, onboarding, or coordinating small teams, that’s a bonus, but not a must.

You’ll work closely with the Product, Sales, and Growth teams, and over time, may have opportunities to contribute to shaping how we scale support in existing and new markets.

Key Responsibilities

Customer-Facing Impact

• Handle our customer interactions via Intercom, phone calls, or emails in a professional and friendly way
• Deliver excellent customer onboarding and product education experiences
• Foster customer retention by helping clients succeed and solving their problems efficiently
• Identify upsell opportunities and flag risks or churn signals proactively

Cross-functional Collaboration

• Work closely with Sales team to improve the lead handover and customer lifecycle experience
• Collaborate with Product team to report bugs, analyze trends, and become a voice for our users’ needs

Support Excellence & Continuous Improvement

• Challenge our current internal support processes, templates, or knowledge base materials and suggest potential improvements
• Participate in implementing AI tools that improve team efficiency, reduce manual workload, and enhance customers’ experience
• Help onboard new team members and share best practices with colleagues
• Represent the voice of the customer and bring valuable insights to the management and product team, with a focus on retention, churn drivers, and local market specifics

What We’re Looking For

• You are based in Prague, or open to relocating
• You speak native-level Czech and fluent English (our team is international - including your potential leader, but Czech is essential for working with local clients)
• You’re not afraid of direct contact with customers: you’re comfortable picking up the phone, writing to unknown people, and proactively asking questions when something is unclear
• You’re confident in communication, very straightforward, and able to keep calm and structured even when customers are stressed or problems are urgent
• You’re eager to learn the product in depth and are comfortable starting before you “know everything” - you can investigate, ask internally, and get back to the client with clear answers
• You can handle a high level of responsibility: you understand that sometimes you will be the only person on the front line, and that reliability and ownership are key
• You’re independent and proactive, but also a team player who is happy to collaborate, share feedback from customers, and help improve our processes
• You care about people (both customers and colleagues) and want to help them succeed, while also understanding the business impact of churn, pricing, and customer satisfaction

Bonus Points

• If you have some previous experience in the service vertical  (beauty, wellness, coaching, etc.)
• If you already have hands-on experience in customer support, ideally in a SaaS or tech startup environment
• If you have experience with leading a team, even a small one - and you want to scale it further
• If you’ve been hands-on with AI tools - whether experimenting for your own efficiency or rolling them out to drive smarter team operations
• If you are familiar with Intercom, Notion, Slack, HubSpot, or similar tools
• If you value mental and physical well-being in and outside of work

What You Can Look Forward To

• 25 days of paid vacation
• Flexible hybrid working model, with more office presence at the beginning. Enjoy an office space with an outstanding view on the banks of the Vltava River
• Monthly team dinners and activities, because we believe great teams also have fun together
• A supportive environment that encourages both personal and professional growth
• A fast-paced, collaborative culture with talented people from Iceland, the Czech Republic, Portugal, and beyond
• Company MacBook provided
• Discounted Vodafone phone tariff

Your Reward

We believe that hard work deserves to be rewarded, and we’re committed to offering a financial package that reflects your skills, experience, and the value you bring to our team. Rather than sticking to rigid formulas, we’re open to discussing a reward structure that aligns with your expectations while meeting our business goals. Let’s create a win-win situation together!

If this role excites you, send us a kick-ass message in English about why you think Noona is the right place for your future and what you’d bring to the table 🚀