🛠 Tech Stack

💼 About This Role

You'll manage and optimize a modern, AI-enhanced customer support function in a fast-paced SaaS environment. Your core impact is driving process improvements through automation and intelligent workflows while resolving customer inquiries. This remote-first role combines operational excellence with strategic thinking, giving you influence over support infrastructure and cross-functional collaboration.

🎯 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.
• Evaluate and integrate AI tools to enhance customer experience.

📋 Requirements

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

✨ Nice to Have

• Experience with reporting and KPIs.
• Background in 24/7 service models.
• Cross-functional collaboration skills.

🎁 Benefits & Perks

• 🏠 Remote-first work environment across EU and UK.
• 🏋️ Health and wellness support including fitness memberships.
• 🚲 Job bike leasing program.
• 🤝 Collaborative culture with regular social events.
• 📈 Professional growth opportunities in a high-growth company.

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Technical Assessment· 60 min