PstrongONLY APPLY IF YOU HAVE 2+ YEARS OF APPAREL PRODUCT DEVELOPMENT OR MERCHANDISING /strong /ppbr / /ppRechain is a B2B SaaS Product Lifecycle Management (PLM) platform used by fashion, footwear, and accessories brands across the US, UK, and EU to manage their product development process — from tech packs and BOMs to sampling, sourcing, and production handoff. We work with 100+ mid-market brands and are growing fast. /ppWe're hiring our first Customer Support Specialist in Portugal, with a clear path to grow into a Customer Success / Onboarding role within 6–12 months. strongThe ideal candidate is a product developer or merchandiser who has worked for a factory. /strong /ppbr / /ppstrongThe Role /strong /ppYou'll start by being the first line of response for our customers — fashion brand teams (designers, product developers, merchandisers, production managers) who hit a question or issue while using Rechain. Once you've mastered the product and the customer base, you'll progressively own onboarding new brands onto the platform: configuring their workspace, training their team, and getting them to first value. /ppThis is a customer-facing role. You'll talk to product development teams at apparel brands daily, mostly over email, chat, and video calls. /ppbr / /ppstrongWhat you'll do /strong /ppMonths 1–6 br / Customer Support /pulliRespond to customer questions and issues via chat and email (Intercom) /liliReproduce reported bugs, document them clearly, and hand off to engineering /liliWrite help center articles and short Loom videos to deflect common questions /liliBuild deep product knowledge across every Rechain module (tech packs, BOMs, sampling, costing, POs, merchandising) /liliBecome the internal expert on how fashion brands actually use the product day-to-day /li /ulpbr / /ppMonths 6–12 br / Onboarding Customer Success /pulliLead onboarding calls with new customer teams (typically 5–25 users per brand) /liliConfigure customer workspaces (templates, libraries, custom fields, integrations) /liliTrain customer teams on the product — both live and via async videos /liliOwn customer health for a portfolio of accounts: drive adoption, surface risks, expand usage /li /ulpbr / /ppstrongRequirements /strong /ppMust have /pulliExcellent written and spoken English (you'll be writing to fashion brand teams in multiple countries every day) /lili2+ years of experience in apparel, footwear, or accessories. Ideally as a merchandiser, product developer, account manager, or in a sourcing/buying office role /liliSolid working knowledge of the apparel product development process: tech packs, BOMs, lab dips, fit samples, PP samples, TA calendars /liliHighly organized: you can manage 30+ open conversations without dropping anything /liliCalm, clear communicator under pressure. Customers email when something is broken; br / your job is to make them feel heard and unblocked /li /ulpbr / /ppNice to have /pulliDirect experience with a PLM system (Centric, FlexPLM, Bamboo Rose, or similar). Either as a user at a brand or factory, or as a vendor-side AM /liliPrior customer support or customer success experience at a SaaS company /liliExperience writing help documentation or recording training videos /liliFamiliarity with tools like Intercom, Notion, Linear, Loom /li /ulpbr / /ppstrongWho we're looking for /strong /ppThe ideal candidate is someone who has spent a few years inside the apparel industry — likely as a merchandiser at an export-focused factory, in a brand sourcing office, or as a product developer at a brand — and is now looking to move into tech. You understand the daily reality of a product development team: the chase for approvals, the version chaos, the spreadsheet sprawl, the stress of a missed delivery date. That empathy is more valuable to us than years of SaaS experience. /ppYou're someone people describe as "the organized one." You like helping people. You like systems. You're patient when explaining the same thing twice, and you take real pride in writing a clear, complete answer. /ppbr / /ppstrongWhat we offer /strong /pulliHybrid position: remote in Porto, but with monthly team meetings /liliModern tooling and a small, senior team (no bureaucracy) /liliDirect ownership of the customer experience for a fast-growing product /liliClear, defined progression from Support → Onboarding → Customer Success Manager /liliExposure to the product, GTM, and engineering side of a Paris-based B2B SaaS company /liliSalary: € gross monthly salary depending on experience /li /ulpbr / /p