🛠 Tech Stack

💼 About This Role

You'll shape and scale a modern, AI-enhanced customer support function within a fast-paced SaaS environment, resolving inquiries while driving process improvements through automation. You'll act as the main point of contact for customer inquiries and influence product improvements across teams. This remote-first role combines operational excellence with strategic thinking in a high-growth tech setting.

🎯 What You'll Do

• Manage and resolve customer inquiries across all communication channels.
• Monitor ticket volumes and maintain service level agreements.
• Design and optimize support workflows using Zendesk or Intercom.
• Collaborate with Product and Engineering to translate customer feedback.
• Develop reporting structures and KPIs for data-driven decisions.

📋 Requirements

• 3+ years of customer care experience in a B2B SaaS environment.
• Strong hands-on experience with Zendesk, Intercom, or Freshdesk.
• Proven use of AI tools like ChatGPT or Claude to optimize workflows.
• Fluent English and German (C1 level).

✨ Nice to Have

• Experience in a high-growth tech environment.
• Knowledge of automation and self-service solutions.

🎁 Benefits & Perks

• 🌍 Remote-first work within EU and UK.
• 🏋️ Health and wellness support including fitness memberships.
• 🚲 Job bike leasing program.
• 🎉 Inclusive culture with regular social events.
• 📈 Professional growth opportunities.

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter screen· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical/case interview· 60 min