ONLY APPLY IF YOU HAVE 2+ YEARS OF APPAREL PRODUCT DEVELOPMENT OR MERCHANDISING
Rechain 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.
We'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. The ideal candidate is a product developer or merchandiser who has worked for a factory.
The Role
You'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.
This is a customer-facing role. You'll talk to product development teams at apparel brands daily, mostly over email, chat, and video calls.
What you'll do
Months 1–6 > Customer Support
* Respond to customer questions and issues via chat and email (Intercom)
* Reproduce reported bugs, document them clearly, and hand off to engineering
* Write help center articles and short Loom videos to deflect common questions
* Build deep product knowledge across every Rechain module (tech packs, BOMs, sampling, costing, POs, merchandising)
* Become the internal expert on how fashion brands actually use the product day-to-day
Months 6–12 > Onboarding & Customer Success
* Lead onboarding calls with new customer teams (typically 5–25 users per brand)
* Configure customer workspaces (templates, libraries, custom fields, integrations)
* Train customer teams on the product — both live and via async videos
* Own customer health for a portfolio of accounts: drive adoption, surface risks, expand usage
Requirements
Must have
* Excellent written and spoken English (you'll be writing to fashion brand teams in multiple countries every day)
* 2+ years of experience in apparel, footwear, or accessories. Ideally as a merchandiser, product developer, account manager, or in a sourcing/buying office role
* Solid working knowledge of the apparel product development process: tech packs, BOMs, lab dips, fit samples, PP samples, T&A calendars
* Highly organized: you can manage 30+ open conversations without dropping anything
* Calm, clear communicator under pressure. Customers email when something is broken; your job is to make them feel heard and unblocked
Nice to have
* Direct 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
* Prior customer support or customer success experience at a SaaS company
* Experience writing help documentation or recording training videos
* Familiarity with tools like Intercom, Notion, Linear, Loom
Who we're looking for
The 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.
You'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.
What we offer
* Hybrid position: remote in Porto, but with monthly team meetings
* Modern tooling and a small, senior team (no bureaucracy)
* Direct ownership of the customer experience for a fast-growing product
* Clear, defined progression from Support → Onboarding → Customer Success Manager
* Exposure to the product, GTM, and engineering side of a Paris-based B2B SaaS company
* Salary: 1200-1500€ gross monthly salary depending on experience