Customer Support Services Tech/Product Agent

This is a fully remote position, open to applicants in Germany.

📋 Description

• Take full ownership of customer inquiries across various channels, beginning with email and extending to chat, phone, video, social media, and WhatsApp.

• Address product and technical challenges with empathy, transparency, and a commitment to follow through.

• Leverage AI tools such as ChatGPT, Claude, Perplexity, or comparable platforms to enhance workflows and minimize manual tasks.

• Detect recurring ticket trends and suggest automation, process enhancements, or product improvements.

• Advise customers on suitable features, plans, or next steps for their growth — with sincerity, not pressure.

• Work alongside Product, Engineering, and Support teams to transform customer insights into improved products and processes.

• Assist in creating Help Center content, internal documentation, macros, AI workflows, and foster knowledge-sharing within the team.

⛳️ Requirements

• Background in Customer Support, Customer Success, Technical Support, or a customer-facing SaaS/product environment.

• Excellent English communication skills; proficiency in German is a significant advantage for our expanding DACH market.

• An AI-focused mindset: a sense of curiosity, confidence in experimenting with tools, and a desire to enhance work processes.

• Strong product awareness and the capability to link customer challenges to broader product or process opportunities.

• Proactive and anticipatory problem-solving skills — you look beyond the immediate issue to grasp the customer's true needs.

• Familiarity with tools such as Zendesk, CRM systems, bug-tracking software, documentation platforms, or AI assistants.

• Preferred: Knowledge of German or another European language, experience with Zendesk, a QA/testing background, or experience in product-led organizations.

🏝️ Benefits

• Annual performance and compensation reviews to ensure fair rewards.

• A bonus for setting up a remote office to improve your workspace.

• Access to an employee assistance program, providing resources and counseling support.

• Additionally, a valuable perk: up to three complimentary Jimdo websites for your personal or professional use, which you can keep indefinitely.