🛠 Tech Stack

💼 About This Role

You'll manage and resolve customer inquiries while driving AI-enhanced process improvements within a remote-first SaaS environment. Your core impact will be scaling support operations and influencing product strategy through customer insights.

🎯 What You'll Do

• Manage and resolve customer inquiries across all support channels
• Monitor ticket volumes, prioritize requests, and maintain SLAs
• Design and optimize support workflows using Zendesk or similar
• Collaborate with Product and Engineering to translate feedback into improvements

📋 Requirements

• 3+ years of customer care experience in B2B SaaS
• Hands-on experience with support platforms like Zendesk
• Proven use of AI tools such as ChatGPT to automate workflows
• Fluent English and German (C1 level)

✨ Nice to Have

• Experience with Freshdesk or Intercom
• Knowledge of reporting and KPIs for support scalability

🎁 Benefits & Perks

• 🏠 Remote-first work environment across EU and UK
• 🏥 Health and wellness support including fitness memberships
• 🚲 Job bike leasing program
• 🎉 Inclusive culture with regular social events
• 🌍 International diverse workplace with equal opportunities

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter call· 30 min
2. 2Hiring manager interview· 45 min
3. 3Technical assessment· 60 min