Client Support Specialist

👋 Thanks for taking the time to learn more about this role at 9H! 

About 9H

9H is a creative-tech company that builds the systems, brands and digital experiences that power modern businesses. We combine strategy, creativity and technology to turn ideas into real results, helping our clients work faster, smarter and with more confidence as they scale.

Headquartered in Malta (EU), with delivery and commercial teams across Europe, the Middle East and North Africa, we work with ambitious, forward-thinking clients, including leading brands across the region. We’re growing with intention, focused on simplicity, sustainability and building work that lasts.

We value people who are curious, proactive and take ownership of what they do. In return, we offer an environment where you’re trusted to do your best work, supported to grow your skills, and encouraged to build a career that fits your life, not the other way around.

About the Role

As our Client Support Specialist, you are the bridge between our clients and our internal teams.

You specialise in customer relations, technical coordination, and proactive problem-solving. Your role is not just to respond to tickets — it’s to elevate the overall client experience.

You’ll provide both generic and technical support, assist clients with onboarding and setup, coordinate closely with our tech and delivery teams, and ensure issues are resolved efficiently and professionally. You’ll also help us spot patterns, identify improvement areas, and continuously raise the standard of support at 9H.

This role sits within the Project Management Office and plays a critical part in ensuring smooth delivery and long-term client satisfaction.

What You’ll Do

• Responding to customer queries, complaints, and requests via email
• Assisting customers with any issues they might experience
• Informing customers about specialised functionalities and features that might assist them in their day-to-day operations
• Following up with customers to ensure that reported technical difficulties have been resolved
• Troubleshooting, analysing, and reporting errors, failures, or malfunctions
• Keeping a detailed record of client data, including useful comments, as well as positive or negative feedback
• Analysing customer feedback and advising management on areas of improvement
• Mentoring and coaching other team members to provide the best possible service to clients
• Find out ways to improve the service given to our clients
• Maintaining client accounts and updating billing information as needed
• Consult clients and suggest improvements. Give and add value to the clients
• Plan and schedule work for support developers

What We’re Looking For

• Minimum 3 years’ experience in a similar customer support or client-facing role
• Proven experience in a structured Customer Support environment
• Strong analytical and problem-solving skills
• Excellent communication skills (written and verbal)
• Ability to work cross-functionally with technical and non-technical teams
• Highly organised with strong prioritisation skills
• Comfortable managing multiple issues and deadlines simultaneously
• Fluent in English

Nice to Have

• Have worked in an agency or tech-driven environment
• Understand website platforms, integrations, or digital products
• Are naturally process-oriented and enjoy improving systems
• Fluency in Arabic is beneficial

Why Join 9H?

At 9H, growth isn’t about hustle culture. It’s about doing better work, building smarter systems, and creating a future we’re proud of.

• Be part of a supportive, diverse and collaborative team
• Take real ownership of your work and see the impact you create
• Work in a flexible, remote-friendly environment that values focus and autonomy
• Learn and grow through exposure to modern tools, technologies and AI-driven solutions
• Contribute to a company focused on long-term sustainability, not short-term wins
• Grow your career with purpose, clarity and direction

Compensation€8,000–€12,000 per annum