Scoro’s Customer Support team is the first point of contact for our global users, helping them get the most out of the product every day. Whether it’s answering questions, solving problems, or guiding someone through a workflow, the team makes sure every interaction is clear, friendly, and helpful.
To give a closer look at what happens behind the scenes, we spoke with Jaanika Peres, our Customer Support Manager. In this Q&A, she shares what the team is like, what a typical day looks like for a Support Specialist, and what makes the role both meaningful and exciting.
1. Can you introduce yourself and tell us about your role at Scoro?
Hi, I’m Jaanika! My journey with Scoro began in 2018 when I joined the Tallinn office as a Customer Support Specialist. Back then, both Scoro and the way we worked looked quite different from today.
After taking a year and a half break to recharge and explore new perspectives, I returned to Scoro in 2022 as a Senior Support Specialist. Coming back felt like returning home, but with a renewed sense of focus and drive.
Since then, I’ve been deeply involved in making our Support operations smarter and more efficient through automation and improved workflows. Today, I lead the Support team as a Customer Support Manager, focusing on how we can keep evolving the way we work and support our customers every day.
2. How would you describe the Customer Support team at Scoro?
Our Customer Support team is a small but strong group of six people based in Estonia and Latvia. We help Scoro users every day by answering questions, solving issues, and making sure everything runs smoothly.
What makes the team special is how different yet complementary we are. Some of us love digging into technical details, while others are great at seeing the bigger picture or finding creative ways to explain things. We all share the same goal – to make our customers’ work easier and to keep improving how we do it.
Even though we work from different locations, we stay very connected. We learn from each other, share ideas, and always have each other’s backs. It’s a supportive and motivated team that’s always looking for ways to do things a little better than yesterday.
3. What does a typical day look like for a Customer Support Specialist?
A typical day for the Support team starts with prioritizing and triaging incoming requests. We have plenty of automations in place to help with that, but someone is always keeping an eye on things to make sure nothing slips through the cracks.
Most of the day is spent communicating with customers by email, helping them solve challenges, guiding them through workflows, or showing how to get the most out of Scoro.
We use tools like Zendesk to manage tickets, Slack to stay connected as a team, and of course, Scoro itself to track our tasks and projects. The questions we get vary a lot, from “How do I set up this workflow?” to investigating why something isn’t working as expected. Some cases are quick wins, while others require a bit of digging, testing, and teamwork to find the best solution.
Our customers are based around the world and come from many different industries, such as agencies, consultancies, IT companies, and other professional services. Every day brings something new to learn and solve.
4. What makes the Customer Support Specialist role at Scoro exciting or unique?
What makes the Customer Support Specialist role at Scoro exciting is the variety. No two days are the same, and the questions we get often require real problem-solving rather than just following a script.
Scoro is a powerful and flexible platform, so understanding how each customer uses it means you’re always learning something new about different business processes and ways of working.
Another thing that makes this role unique is how closely we work with other teams. We regularly collaborate with Product, Engineering, and Success to share insights, test solutions, and make sure customer feedback is heard. You really feel that what you do has an impact beyond individual tickets.
It’s also exciting to be part of a team that’s continuously improving how we work. We experiment with new tools, automations, and workflows that make both our and our customers’ experience better. There’s always something new to explore, and that keeps the work meaningful and fresh every day.
5. What qualities or skills help someone succeed in Customer Support at Scoro?
To succeed in Customer Support at Scoro, you need a mix of curiosity, patience, communication and problem-solving skills.
Curiosity helps you dig deeper to understand how things work and why something might not be working as expected. Patience is important when explaining complex topics in a simple way or when investigating tricky cases that take time to solve.
Strong communication skills are also essential. Most of our work happens over email, so being able to explain solutions clearly and with empathy makes a big difference in the customer experience.
Attention to detail helps a lot, too, since small things can sometimes have a big impact on how Scoro works for our users. And above all, a proactive mindset that encourages noticing patterns, suggesting improvements, and always looking for better ways to do things helps someone grow and thrive in this team.
6. What career opportunities are there for a Customer Support Specialist at Scoro?
There are plenty of opportunities to grow from a Customer Support Specialist role at Scoro. Many people start in Support and later move into new areas as they gain a deep understanding of the product and how our customers use it.
You can grow inside the team by taking on more complex cases, leading improvement projects, or becoming the go-to person for specific topics. There are also paths beyond Support. For example, Support team members have moved into Support Engineering, QA, Customer Onboarding, and Customer Success. I also started as a Support Specialist and later grew into the Customer Support Manager role.
Working in Support gives you a solid foundation in both the technical and business sides of Scoro. It opens doors in many directions and helps you figure out where you want to grow next.
7. How would you describe the company culture at Scoro?
For me, the best way to describe Scoro’s culture is that it’s collaborative and forward-thinking. It’s a place where you’re encouraged to share ideas, take ownership, and look for ways to make things better. You feel trusted to try new things and learn along the way.
What I really appreciate is how supportive everyone is. Even though we work from different locations, it still feels like one team. People are quick to help each other, celebrate wins, and step in when things get busy. There’s a good balance between being professional and being yourself, which makes everyday work feel easy and natural.
I also value that Scoro is always evolving. New ideas are welcomed, and there’s a clear drive to keep improving how we work. It keeps things interesting and gives a sense that we’re all moving in the same direction.
8. What’s your best advice for someone who wants to join Scoro’s Customer Support team?
If you’re thinking about joining Scoro’s Customer Support team, my biggest advice is to stay curious and keep asking questions. That’s really how you learn here. The more you explore how things work and why customers use Scoro the way they do, the more interesting it gets.
When I first joined, I quickly realised it’s not just about answering tickets – it’s about helping people make their work easier and more meaningful. You start to see how much impact even small things can have for a customer, and that’s what makes it rewarding.
And don’t worry about knowing everything from day one. You’ll have a supportive team around you, ready to help and share what they know.
If you enjoy problem-solving, learning something new every day, and working with kind, curious people, you’ll feel right at home here.
If you want to be part of our journey, check out our Open Roles and send your application today. If you cannot find a suitable position, save your interest on our Connect page, and we will contact you when a job that matches your profile opens.
